Customer Experience Team Manager

About the role

Lead a Team. Elevate The Experience. Make An Impact.

At nbkc bank, we're committed to creating remarkable experiences for our customers and our employees. We're looking for a Customer Experience Team Manager who is passionate about developing people, solving problems, driving operational excellence, and delivering exceptional customer service.

Responsibilities

• Lead & Develop a High-Performing Team
• Manage, coach, and motivate a team of 5–6 Customer Experience Specialists.
• Set clear goals, expectations, and performance standards.
• Recruit, onboard, and train new team members.
• Conduct performance evaluations and provide ongoing feedback and development opportunities.
• Foster a positive, engaging, and collaborative work environment where employees can thrive.
• Deliver Exceptional Customer Experiences
• Oversee daily operations to ensure service levels and team objectives are consistently met.
• Support team members in handling customer inquiries with professionalism, empathy, and efficiency.
• Identify performance trends and coaching opportunities that improve customer satisfaction.
• Help maintain and elevate nbkc's exceptional customer service standards.
• Resolve Complex Customer Issues
• Serve as an escalation point for challenging customer situations.
• Partner with internal teams to quickly resolve complaints and service concerns.
• Drive solutions that balance customer advocacy with business objectives and risk management.
• Ensure Operational Excellence & Compliance
• Promote adherence to all banking regulations, security standards, policies, and procedures.
• Assess risk and exercise sound judgment when making decisions.
• Handle confidential information with discretion and professionalism.
• Stay informed of regulatory changes and ensure team practices remain compliant.
• Contribute to process improvements and operational efficiencies across the Customer Experience function.

Requirements

• High school diploma or GED.
• 2+ years of experience supervising or managing employees in a call center setting, including responsibility for performance, quality, and employee development.
• 3–5 years of banking experience.
• Previous supervisory, team lead, or management experience preferred.
• Strong knowledge of banking products, services, systems, policies, and procedures.
• Exceptional customer service and relationship-building skills.
• Strong problem-solving, critical thinking, and decision-making abilities.
• Ability to work collaboratively in a fast-paced, team-oriented environment.

Qualifications

• Passion for developing and motivating teams.
• The ability to identify customer needs while effectively managing risk.
• Experience working in a complex, multi-functional banking environment.
• Strong sales and relationship management skills.
• Proficiency with Microsoft Office applications.
• Excellent written and verbal communication skills.
• Strong attention to detail and accuracy.