Client Experience Manager

at  Seattle Bank

WHO WE ARE

Seattle Bank is a locally owned, digitally driven financial institution that provides personal, business and partner banking services and the website, CD Valet®. Our experienced team and open API, cloud-based core technology platform deliver a boutique bank experience for clients with interwoven personal and business financial needs. Our highly configurable and scalable tech stack also supports partner banking that enables companies to embed banking transactions into their customer online experience. Seattle Bank’s most recent innovation is CD Valet, a new online marketplace that connects consumers to financial institutions to compare and open Certificates of Deposit (CDs) with the most competitive rates and terms nationwide. Seattle Bank is a wholly owned subsidiary of Seattle Bancshares, Inc., a privately held bank holding company. Visit Seattle Bank for more information.

POSITION SUMMARY

The Client Experience Manager will oversee the administration and efficient daily operation of full-service branch duties including but not limited to product sales/maintenance, operations, customer service, security and safety for our clients, in accordance with the Bank’s objectives, implementing and monitoring our customer identification program (CIP), new account opening, developing workflow and procedures for new initiatives and product deployments. Seattle Bank is focused on exceptional customer service for our clients and this role will help ensure we have high standards within the team and develop ways to keep that experience for our clients a priority.
This is an in-person position located in Seattle, WA.

Requirements:

• Bachelor’s Degree in business, finance, or accounting. Equivalent combination of education and relevant work experience may be considered
• 10+ years’ experience of team leadership in a branch environment
• Competency with Microsoft Office products including Word, Excel and Outlook
• Excellent customer service and problem-solving skills. Ability to identify and resolve complex problems quickly
• Demonstrated big-picture thinking in a fast paced & ever-changing environment
• Effective organizational and time management skill

• Oversee the day-to-day client operations ensuring all requests are responded to within expected time constraints
• Lead and inspire a cohesive team that provides outstanding customer service to our clients
• Resolve roadblocks by combining creativity and sound judgment
• Subject matter expert on branch operations
• Responsible for the recruitment and development of employees
• Ensure adherence to bank policies and state/federal regulations
• Collaborate with Treasury Management, Bank Operations, Relationship Managers and Private Client Managers to ensure the Client experience is aligned with relationship objectives
• Contribute to profitability of the Bank by implementing cost controls and monitoring budget to ensure compliance with goals
• Model continuous learning and process improvements that have a positive impact on the client experience
• Ensure customer experience standards are met via methods including spot-checking input for accuracy, handling telephone inquiries, and participating in day-to-day processing as needed.
• Participate in the development and testing (as appropriate) of the Bank’s new digital products and services and lead the client service team in the roll-out of the new initiatives.

Requirements:

• Bachelor’s Degree in business, finance, or accounting. Equivalent combination of education and relevant work experience may be considered
• 10+ years’ experience of team leadership in a branch environment
• Competency with Microsoft Office products including Word, Excel and Outlook
• Excellent customer service and problem-solving skills. Ability to identify and resolve complex problems quickly
• Demonstrated big-picture thinking in a fast paced & ever-changing environment
• Effective organizational and time management skills