NJ Employer AC, RETAIL CLIENT EXPERIENCE MANAGER in Hillsborough, New Jersey

Job Title: Retail Client Experience ManagerFLSA Status: Exempt (Full-Time)Location; Hillsborough NJ BranchDepartment: Retail BankingReports to: Retail Private BankerPosition Summary:Assists the Retail Private Banker in the day-to-day operation of the Branch, manages the PGB Client Experience protocols along with the inside sales process. In the Retail Private Banker absence, runs the branch, manages the sales process and ensures team is current with compliance of internal and external policy and regulations. Leads staff with regard to providing exceptional service to clients. The Retail Client Experience Managers priority will be to lead and develop the team to ensure we're able to provide the best possible client experience. The Retail Client Experience Manager is someone who is a natural leader and is committed to training and developing the branch team, an extraordinary communicator and has the ability to report on client feedback and team performance.Position Responsibilities:* Assists the Retail Private Banker in the development, expansion and management of consumer and business account relationships within a branch, concentrating efforts in meeting client needs for financial products and services. Identify clients with additional profit potential and develop action plans to expand these relationships; utilize sales programs to acquire new relationships.* Support the implementation of the PGB Client Experience* Deliver strategic insights to improve the client experience* Design and deliver weekly, monthly and quarterly Client Experience Effectiveness reports* Lead, motivate, reward and develop the PGB Retail team* Develop and then manage the process to resolve client criticisms and concerns in a courteous, positive and timely manner* Simplifies and strengthens client experiences and builds clients trust by listening to feedback, understanding reasons for dissatisfaction and identifying opportunities to improve* Coach the sale's process and each team member. Hold sales team meetings and set goals and hold team accountable to the sales objectives* Proficient in delivering and coaching the flawless delivery of our service protocols and sales process (The Client Experience) to all team members, including new employees who will be trained at your location* Identify and refer business to all lines including wealth, lending and financial services. Assist staff with promoting the sale of the banks products and services* Cross-trains branch staff in current or revised policies and procedures to increase their knowledge and productivity. Acts as a role model and provide coaching and training to employees to help improve both sales and operational performance and to prepare for additional responsibilities.* Actively participates in ongoing training and regular sales leadership meetings* Assists Retail Private Banker in enforcing Bank security policies and procedures. Conducts branch audits on a regular basis* A leader in assisting staff with resolving operating and servicing issues while still delivering the Client Experience.* Prepares and reviews daily, weekly and monthly branch reports as required* Opens and closes accounts and solves daily client needs* Must be able to perform Universal Banker (teller) duties, prove the main cash vault, the ATM's and coin machines, when needed and to ensure that teller work is processed and daily proof is performed in accordance with bank policies.* Ensure compliance with all established internal policies and external regulations and suitability of the branch environment for business. Keeps current with pertinent banking regulations, including but not limited to Reg. DD, Reg. CC, BSA, CRA, Right to Financial Privacy Act, FDIC insurance provisions, etc.* Serves as a role model for staff, provides guidance on appearance and dress, as needed.Essential Skills and Experience:* BA/BS Degree Preferred* Minimum of five years' experience in retail banking* Pr