AVP Client Experience Manager

Leader Bank is looking for exceptionally dedicated team members to join one of the region's fastest growing community banks and mortgage lenders. At the time of its founding in 2002, Leader Bank had one branch office, $6.5 million in assets and 7 team members. Since then, the Bank has become one of the most successful banks in Massachusetts with $4 billion in assets, more than 400 team members, 7 branch offices, and annual mortgage originations of over $5 billion.
Exemplary products and an innovative spirit have driven Leader Bank's rapid growth over the years, and our team members embrace these values. Our mission is to obsess over our clients, make them feel valued, and maintain long-term relationships with them by constantly enhancing our products and processes to always be improving our client experience. For our team members, Leader Bank prioritizes competitive compensation and benefits, a healthy work-life balance, and an environment that fosters diversity and inclusion.
Summary
We are looking for an AVP Client Experience Manager with experience in continuously improving client experience. This role is also responsible for managing a team of specialists handling client inquiries for all departments within the bank, including but not limited to, loan servicing, deposit accounts, and electronic banking. The incumbent must have a proven track record in providing innovative solutions that exceed client expectations.
Responsibilities

• Act as a liaison between internal business partners and vendors to implement new innovative strategies and systems to maximize client satisfaction and increase operating efficiency.
• Analyze data to identify creative strategies and recommend process and system improvements to ensure client satisfaction and competitive advantages.
• Map and document workflows of existing and new processes to enhance workflows across departments.
• Work with the VP to establish and measure quality and productivity standards and KPIs for the team.
• Work with the Training Lead to identify training needs, develop training materials, and job aids. Also assist with coaching and training the team as necessary.
• Conduct calibration sessions to ensure quality control and accurate scoring of team member interactions with clients.
• Work with the VP to evaluate performance metrics and conduct effective resource planning to maximize productivity and client satisfaction.
• Answering team member's questions, guiding them through difficult calls or issues, diffusing angry clients, or handling issues that cannot be fielded by team members.
• Work with the VP to select and hire new team members that foster the bank's brand values.
• Lead by example to both directly and indirectly motivate and generate enthusiasm among Electronic Banking team members.

Qualifications

• Bachelor's degree or equivalent from a four-year college or university.
• Three years of related experience overseeing a fast paced and progressive customer contact center.
• Excellent organizational and leadership skills with problem-solving ability.
• Effectively leads through change.
• Expertise in call center analytics, developing and monitoring KPI's.
• Solid understanding of scheduling and budgeting
• Proven experience in providing exceptional service in a customer contact center environment.
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Exceptional interpersonal, verbal and written communication, and conflict resolution skills.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
• Banking and Loan Servicing knowledge a plus.

Leader Bank offers an excellent compensation and benefits package including 401k plan with corporate match, medical and dental insurance, and the opportunity to work for a fast growing, local organization.
Leader Bank, N.A. is an Equal Opportunity and Affirmative Action employer and does not discriminate on the basis of race, color, religion, age, gender, marital status, sexual orientation, national origin, disability, military status, veteran status, or any other protected class.