• Client Experience Manager I

    Job Location US-TX-Richardson Operations Center
    ID
    2018-3368
    Location: Address
    2350 Lakeside Blvd
    Category
    Operations
  • Overview

    At Texas Capital Bank, we are driven by a single-minded and unwavering mission: to serve business and the individuals who run them. We use a consultative approach and innovative technologies to develop new ideas that give the bank and our clients a competitive advantage. We partner with our customers to push the boundaries of what’s possible—together.

    Headquartered in Dallas, Texas Capital Bank has offices in Austin, Fort Worth, Houston, Richardson, Plano and San Antonio, and we serve clients in a variety of industries from coast-to-coast.

    We are on the Forbes Best Banks in America list, and were named a top place to work by The Dallas Morning News and San Antonio Express-News. For further information, please visit us at www.texascapitalbank.com.

    Responsibilities

    • Ensure client’s journey from beginning to end is exceptional in every way
    • Understand clients expectations through regular communication (surveys, calls, quarterly reviews)
    • Create and manage client experience surveys for internal and external clients
    • Monitor and analyze client experience metrics 
    • Document the client’s end-to-end journey with the Bank
    • Ensure employee engagement in the Client Onboarding and Service Delivery organization
    • Perform root cause analysis for Service Failure incidents 
    • Deliver prompt, effective, friendly and professional communication to internal and external clients
    • Create and maintain a client experience external messaging for the Client Onboarding and Service Delivery organization
    • Provide ongoing training to ensure cross-functional team is clear on products/services and client experience best practices 
    • Focus on the client impact to change events (conversions, migrations etc.) and major initiatives
    • Identify process improvement opportunities for the client experience 
    • Partner with internal departments to ensure efficiencies for the client experience 
    • Assist with other daily operational activities as needed

    Qualifications

    • 5+ years of banking experience including Treasury Management 
    • 5+ years of client experience focused responsibilities
    • Working knowledge of treasury, deposit and loan products and services preferred
    • Working knowledge of CXPA requirements preferred
    • General working knowledge of all applicable banking laws and regulations
    • Excellent verbal and written communication skills, ability to effectively present to senior and executive management 
    • Excellent problem-solving, analytical and critical thinking skills 
    • Ability to be influential and establish positive working relationships across the organization
    • Ability to present the Texas Capital Bank’s Client Experience vision, training and methodology throughout the organization
    • Ability to multi-task under pressure 
    • Experience with project management, client management and change management preferred 
    • Self-starter and ability to multi-task in a fast paced environment
    • Outstanding organization and effective time management skills 
    • Proficiency in the use of MS Word, MS PowerPoint, MS Excel, Sales Force, Survey Monkey 
    • Bachelor Degree preferred
    • Experience with client advisory board governance preferred
    • Experience with journey mapping methodology preferred
    • CCXP or other professional certification preferred 

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