Customer Experience Supervisor

The Customer Experience Supervisor will report directly to the Customer Experience Manager. In this role, the Customer Experience Supervisor will drive a best in class experience for customers and teammates by leading, coaching, and managing in multiple areas of responsibility, including customer engagement/sales execution, service execution, leadership and management. The Customer Experience Supervisor should maintain a strong knowledge of the organizations goals and objectives, including the customer engagement model. The primary responsibility of this position will be leading the team to exceed customer expectations and operate at optimal efficiency. In conjunction with the Customer Experience Manager, the Customer Experience Supervisor will provide guidance, coach, and develop specialist to our service standards and behaviors.

RENASANT BANK IS AN EQUAL OPPORTUNITY EMPLOYER

Meet or exceed established standards of performance for service and sales while providing an exceptional customer experience
• Maintain confidentiality and security of customer information according to regulatory and company guidelines and policies
• Process customer transactions accurately including; transfer, stop payments, loan payments, loan payoffs, etc.
• Provide customers with answers to inquiries regarding a very broad and challenging range of financial services in an efficient and timely fashion
• Uncover banking needs through the discovery process by initiating conversations with all customers and responding efficiently and accurately as well as promote and crosssell bank products and services in a professional manner
• Assist in ensuring team properly investigates, tracks and resolves customer problems and inquiries in a timely manner, including following up with customers
• Maintain knowledge of Customer Experience Center policies and procedures, bank products and services, general operating procedures and regulations to protect the bank from unnecessary risk
• Assist in taking customer calls when required due to business continuity demands and/or extenuating circumstances
• Ensure best in class customer experience by implementing, coaching and developing teammates on our service excellence standards
• Train and mentor new Customer Experience Specialists on all bank systems, policies, products and systems
• Assist in developing and communicating positive employee relations strategies and retention initiatives that foster and promote a culture of excellence
• Supervise and measure daily activities performed by the Customer Experience Specialist to gauge service delivery while seeking opportunities for process and performance improvement
• Conduct performance evaluations with the Customer Experience Manager with focus on performance recognition, performance improvement, goals and personal development
• Participate in training, testing and other learning opportunities to expand knowledge of company and position
• Participate in decisions related to hiring, development and coaching of Customer Experience Specialists
• Exhibit positive team spirit and willingness to help customers, both internal and external
• Perform other related duties as assigned

• High school diploma or equivalent required, college education preferred
• Minimum of 3 years of experience in customer sales and/or service with retail banking experience preferred
• Minimum of 1 year leadership, training and coaching experience preferred
• Detail-oriented and good organizational skills
• Ability to produce individual and team sales and customer experience results
• Effective written and verbal communication skills, including a pleasant tone and exceptional telephone manners
• Proven ability to work closely with others in a willing and professional manner to resolve problems, address needs, provide guidance, motivation and training when needed to maintain a high level of standards
• Strong sales and marketing skills with proven ability to sell bank products and services preferred
• Strong sense of teamwork, ability to work cooperatively in a team environment
• Self-starter with good judgment and decision-making skills
• Comfortable using a variety of technology software products
• Thorough knowledge of bank policies and procedures, regulations, control systems, operational issues related to banking and retail deposit/loan products and services preferred
• Ability to work and adhere to flexible schedule in a demanding and fast-paced environment (Hours may exceed 40 hours per week, including Saturday rotations)

Physical Demands

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand or sit; kneel, stoop, or squat; use hands or fingers to handle or feel objects, tools or controls; reach with hands and arms, and talk or hear. The employee is occasionally required to walk. The employee must occasionally lift and /or move up to 25 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception and the ability to focus.

Work Environment

The Bank's professional working environment requires employees to communicate effectively, both verbally and in writing. Employees must demonstrate strong interpersonal skills when working closely with internal business partners and external clients. Employees may be exposed to confidential and propriety information within the working environment, therefore, must uphold confidentiality at all times. Due to the possibility of being exposed to high risk situations (i.e. robbery), detailed instructions and procedures are required to be followed at all times to safeguard the Bank's employees, customers, and assets.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. The principal duties and responsibilities enumerated are all essential job functions except for those that begin with the word "May".

This job description is intended to describe the normal level of work required by the person performing the work. The principle duties outlined are the essential responsibilities and duties. Other duties may be assigned as needs arise. Job requirements and/or processes may be modified to reasonably accommodate persons with a disability as required by law.

This description is not intended as a contract and is subject to change. Any written contractual agreements supersede this job description.