Client Experience Manager

Killeen, TX
United States

BBVA Compass

10000+ employees

BBVA Compass is headquartered in Birmingham, Alabama. We have a large presence in the Sunbelt region and rank among the largest banks in Alabama (2nd), Texas (4th), and Arizona (5th).

Through three major business units - Commercial Banking, Retail Banking, and Wealth Management - BBVA Compass offers a full range of industry leading and innovative financial products and services. BBVA Compass is among the top 25 largest U.S. commercial banks based on deposit market share and has also been recognized as one of the nation’s leading Small Business Administration (SBA) lenders.

Banking on a brighter future.
Everyone deserves a brighter future with the chance to fulfill their dreams, to feel safe and secure, and to act on life's limitless opportunities. Guided by compassion, honesty and optimism, our purpose is to bring this brighter future to life. One person. One family. One company. One community at a time.

Company Info

Job description

Be a BBVA Compass leader achieving client and operational excellence with management responsibilities and clear career path opportunities. Demonstrate exceptional client experience leadership overseeing all aspects of customer service and operations standards. Drive digital sales by leading client digital migration & engagement activities and demonstrations. Monitor and control teller line procedures and protocols for all client & operational transactions maintaining regulatory and audit compliance. Manage and develop a first class teller workforce focused on employee satisfaction and career development. Client Experience Overview: Responsible for delivering an exceptional client experience. Focus on service excellence and achieving client experience goals as measured and reported through Passion for Customer Accelerator (PfCA). Positively impact branch sales activities by managing all operational and service tasks working to achieve NPS goals and operational standards. Direct Management Overview: Responsible for the direct management of the LBA and BA staff. Operations and Compliance Overview: Manage operational functions including loss control, compliance, audit standards, paying and receiving transactions, regulatory compliance, and bank policy and procedure. Supervise and develop individual team members' understanding, implementation and execution of all policies, procedures, products, systems and banking transactions to ensure sound decision making. Digital Client Engagement and Lobby Management Overview: Effectively manage the flow of clients, directing them to the appropriate channel based on complexity of requests, relationship, sales potential and wait time. Drive and lead focus on digital sales by managing and maintaining consistent digital migration practices and processes. Educate teammates to be digital service advocates helping clients with ATM, mobile & online demonstrations allowing clients to bank how they want and when they want. Management Responsibilities in Absence of a BRE Overview: Operations Manager will act as the backup manager when the BRE is out of the branch. Security Overview: Manage security inside and outside of the branch in compliance with the security manual and safety standards

Qualifications 1. Bachelor's degree or equivalent professional experience. 2. Minimum of three year retail branch operations experience as a Teller/Branch Associate (BA) or Lead Teller/Associate Manager/Lead Branch Associate (LBA) or other branch operational experience. 3. 2 years previous supervisory and/or lobby management experience 4. Excellent verbal and written communication skills. 5. Focus on problem resolution. 6. Display a friendly and helpful attitude and have the ability to positively interact with clients and teammates

Company Description

Who We Are

BBVA Compass Bancshares, Inc. is a Sunbelt-based bank holding company whose principal subsidiary, BBVA Compass, operates 672 branches, including 344 in Texas, 89 in Alabama, 75 in Arizona, 62 in California, 45 in Florida, 38 in Colorado and 19 in New Mexico. BBVA Compass ranks among the top 25 largest U.S. commercial banks based on deposit market share and ranks among the largest banks in Alabama (2nd), Texas (4th) and Arizona (5th).

BBVA Compass has been recognized as one of the leading small business lenders by the Small Business Administration (SBA) and ranked 5th nationally in the total number of SBA loans originated in fiscal year 2016. In Money magazine's "Best Banks in America 2015-2016" list, BBVA Compass ranked as the best regional bank in the South and West, and was also named best mobile banking app.

Work location: Killeen, TX

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