Customer Experience Coaching Director - Onsite (AR / MS)

Who We Are :

Southern Bancorp is more than a bank. As a Community Development Financial Institution (CDFI), a special certification designated for institutions that serve predominantly underserved communities, Southern Bancorp combines traditional banking and lending services with financial development tools and public policy advocacy to help families and communities grow stronger. Inspired by the principle that building net worth drives economic opportunity, our mission is to be wealth builders for everyone in the communities we serve, with a focus on low-wealth and un(der)banked populations, as well as an emphasis on Black and Brown individuals.

Job Summary :

The Customer Experience Coaching Director is responsible for providing personalized coaching to front-line teams who are responsible for building relationships with new and existing customers and meeting customer needs. This role is responsible for driving customer experience roadmap excellence across the bank's retail branches. This role will facilitate the efficient mastery of all retail teams in delivering the highest standards of customer and team satisfaction in customer experience roadmap delivery in every customer interaction.

This is an onsite position available to candidates residing in Arkansas or Mississippi who live within a commutable distance of a Southern Bancorp branch.

Responsibilities :

• Coaching and Development

Own and deliver the established customer experience roadmap training program, covering customer interaction best practices and product knowledge to equip front line retail team members with the necessary skills to provide excellent customer service in every customer interaction in the field

Actively listen to customer interactions (in person, calls, chats, emails) to identify areas for improvement, provide constructive feedback to individuals, and coach them on techniques to enhance their communication and problem-solving abilities

Monitor customer interactions to ensure adherence to established standards, identify trends and patterns in customer feedback, and report findings to relevant stakeholders

Analyze customer surveys, reviews, and feedback data to pinpoint pain points and opportunities for improvement in the customer journey

Ensure consistent quality of customer service by calibrating coaching practices with team leaders and aligning feedback with company standards of roadmap delivery in every interaction across the retail footprint

Provide ongoing support to team members, address their concerns, and help them navigate complex customer situations

Track KPIs related to customer satisfaction, customer digital adoption and engagement, customer product and services penetration rates, resolution rates, and other relevant metrics to assess the effectiveness of the customer experience roadmap

Qualifications and Requirements :

Preferred qualifications :

Physical / Sensory Requirements : Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

#LI-remote

What we offer our employees :

A positive impact on Your Future :

Benefits to improve your health :

The opportunity to nurture your well-being :

Southern Bancorp is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, sexual orientation, gender identity, gender expression, status as a protected veteran, among other things, or status as a qualified individual with disability. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

As a Community Development Financial Institution, Southern Bancorp desires its workforce to reflect the diversity of the customers and communities that we serve. Racial and ethnic minorities, people from working class backgrounds, women and LGBTQ people are often underrepresented in many financial service industry professions. Therefore, we strongly encourage applications from people with these identities or who are members of other marginalized communities.