First Security Bank offers career opportunities for professional, energetic and team orientated individuals who foster a culture that values exceptional customer service, critical thinking, problem solving and operational excellence.
SUMMARY
First Security Bank is seeking a seasoned professional to manage our Bank Better Program focusing on its 3 pillars: execute operational excellence, deliver 2nd-mile service and connect with the community. Candidate will be responsible for creating exceptional customer experiences through improving internal and external communication; collecting, measuring, and reporting on the Bank’s customer satisfaction results; and collaborating with teams bank wide to deliver the best Bank Better customer experience possible.
QUALIFICATIONS |EDUCATION | EXPERIENCE:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Bachelor’s degree in Marketing, Communication, or Public Relations is required.
- 5+ years of experience in corporate marketing, including event management, is required.
- 3+ years of experience managing customer surveys is required.
- Excellent communication and writing/editing skills is required.
- Proficiency in all social media platforms and associated tools is required.
- Willingness to demonstrate Core 5 values with customers and coworkers.
- Willingness to participate in external community outreach events.
HOURS OF AVAILABILITY:
Regularly Scheduled Hours/Week: 40 (+) Hours | Monday - Friday 8:00am - 5:00pm | *Extended working hours and/or weekends may be required.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Identify opportunities for Bank Better customer experiences and recognize employees for delivering 2nd-mile service and connecting with the community.
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Manage customer surveys, reporting, issue identification and resolution and complaint resolution.
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Manage internal communications, employee recognition program and employee appreciation activities.
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Manage new account onboarding processes, measuring touchpoints and customer satisfaction through personal service and direct customer communications through printed marketing materials and online digital channels.
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Coordinate financial literacy programs with schools and community groups.
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Coordinate local and bankwide events and public relations activities.
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Adhere to strict privacy regarding customer account information. Maintain customer confidence and protect bank operations by keeping information confidential.
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Must be able to handle multiple projects and tight deadlines with a positive attitude.
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Operate computer, keyboard, telephone, scanner, and copier. Strong computer skills including general knowledge in MS Office Outlook, typing, 10-key and the internet. Graphic design software (Canva, Photoshop) will be required.
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Must be able to arrive at work on time, work on-site and work cooperatively with other coworkers. Must possess the ability to travel between banking centers, markets, community events and client offices. Ability to hold a valid driver’s license with access to a vehicle that can be used for business travel purposes. Willingness to extend working hours when necessary to accommodate the completion of varied tasks.
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Additional duties may be assigned or required by management.
SUPERVISORY RESPONSIBILITIES: This job has no supervisory responsibilities.
SOFT SKILLS
Foster a culture that values high ethical conduct, critical thinking, problem solving, engagement, teamwork, and provides exceptional service. Establish positive and productive work relationships that provide honest feedback that generates trust.
PHYSICAL DEMANDS
The employee must possess sufficient mobility to work in and move about in a standard office setting and sufficient hand, arm, and finger dexterity to operate a computer keyboard and other office equipment. Substantial time may be spent on the telephone, working on a computer, sitting and/or standing. The employee must have the ability to hear and articulate well enough to carry on a normal conversation, both in person and over the telephone. Visual abilities required by this job include the ability to read materials in either a printed format or on a computer screen. The employee must occasionally lift and move up to 10 pounds. Ability to hold a valid driver’s license with access to a vehicle that can be used for business travel purposes.
The work environment described here is representative of what an employee encounters while performing the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
MENTAL DEMANDS
The duties of this position require the ability to maintain attention to detail and complete work projects accurately in a short amount of time, despite interruptions. The employee must be able to interact with customers/coworkers in a calm and patient manner and maintain confidentiality and professionalism in all situations. The employee must be able to use basic mathematical skills including adding, subtracting, multiplying, and dividing numbers. The position also requires the ability to read and interpret documents, draft instructions or presentations and articulate complex information.
EEO/AA/M/F/Vet/Disability
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