Client Experience Supervisor

About Baker Boyer:

Baker Boyer is the oldest independently owned community bank in the Pacific Northwest. We are Eastern Washington's trusted financial advisor, serving the Walla Walla Valley, Tri-Cities and Yakima Valley communities, providing wealth management as well as personal and business banking services.

What We Offer:

• Salary:

• Customer Experience Supervisor - $24.05 - $33.50 / hourly

• Great Benefits! Medical, Dental, Vision plans with additional:

• AD&D & Life Insurance

• Long Term Disability

• 401(k) - 100% safe harbor match up to 6%, plus an additional profit-sharing contribution, resulting in employer contributions of up to 12% of annual salary.

• Paid Leave-

• 10 days* of Vacation time- The annual Vacation accrual increases by a day each year for the first 10 years, and an additional half day each year for the next 10 years, reaching the maximum Vacation accrual of 25 days at year 20.

• 7 days* of Sick, Safe & More (SSMORE) leave- SSMORE accrues at a rate of 1.2 hours for every 40 hours worked. SSMORE is intended to meet sick and safe leave needs, but it can also be used for vacation or other personal leave.

• 3 Revive & Renew (R&R) days- We understand the importance of unwinding and recharging, so these R&R days are loaded on the first of each year (prorated for new hires based on the quarter in which they're hired).

• 11 Paid Federal Holidays annually*

• Number of paid holidays may be fewer than 11 on years when there are Federal Holidays that are observed on Saturdays.

• Life Assistance Plan

• Free access to financial counselors

• Employee Wellness Program

• 8 hours of paid volunteer time annually

About the Customer Experience Supervisor Role:

Baker Boyer is seeking a Customer Experience Supervisor to lead and coach a customer-facing team while fostering a positive, collaborative work environment. This role is responsible for supporting employee development through training, guidance, and performance coaching, as well as ensuring a high level of client service. The Supervisor will assist customers in navigating and utilizing the company's digital platforms and services, recommend appropriate solutions, and identify opportunities to enhance the overall customer experience. The ideal candidate is a self-starter who demonstrates strong leadership, teamwork, and communication skills in a service-driven environment.

Role and Responsibilities

• Works to train, grow and develop team members to support them in reaching their full potential and achieving their career goals.
• Ensures good internal business relationships.
• Maintains Baker Boyer culture and core values by executing and communicating direction and vision to the customer experience team.
• Oversees the day-to-day management of operations and identifies opportunities to optimize processes and enhance service levels.
• Ensures completion of performance evaluations and performance management for each coworker.
• Keeps staff informed of pertinent changes in operational policy and procedures.
• Allocates and coordinates workflow and ensures staffing is sufficient for the needs of the department.
• Strengthens and develops client relationships by providing exceptional customer service.
• Acts as the first point of contact for telephone, chat and email information requests.
• Handles client service issues both on the phone and through various Digital Banking platforms by researching and resolving concerns.
• Effectively and efficiently manages call, chat, and email queues across various platforms, ensuring response times are met within the agreed-upon timeline.
• Ensures all incoming calls to Baker Boyer Bank are answered and routed efficiently and appropriately.
• Acts as a Subject Matter Expert on all digital banking products.
• Identifies client needs on core digital platforms and troubleshoots technology and learning concerns that keep the client from using products and services associated with the client's digital experience. These products include, but are not limited to:

o Online Banking

o Mobile Banking

o Bill Pay

o Mobile Deposit

o Telephone Banking

• Documents client activity and events in client relationship management software.
• Develops and maintains a thorough knowledge of the Bank's products, services, policies, procedures and federal regulations.
• Maintains the security and confidentiality of Bank and client information.
• Performs additional duties as requested.

Skills and Qualifications

• Ability to lead and model change.
• Exhibits professionalism under all work conditions.
• Goal oriented, self-motivated and enthusiastic about providing extraordinary client service.
• Takes responsibility for the overall running of the department and department security.
• Ability to make connections and support clients with their technological needs.
• Excellent client service skills: able to deliver professional and courteous contact with the public on the phone or through digital platforms.
• Ability to proactively build and maintain positive relationships by portraying an approachable and open-minded outlook.
• Knowledge and ability to use and/or learn Microsoft Office Suite (Word, Excel, Outlook, Teams), and various other banking software with proficiency and accuracy.
• Strong verbal and written communication skills: ability to read, write, speak and understand English.
• Ability to handle complex problems involving several variables or seek additional support when needed.
• Strong time management skills, attention to detail and accuracy; ability to efficiently organize and prioritize multiple tasks.
• Knowledge of/or ability to easily learn and maintain banking policies and procedures

Education and Experience:

Associate's Degree; and/or two to five years related experience required; or equivalent combination of education and experience. General understanding of banking, banking software, and/or financial services industry required.

Physical Demands/ Conditions Requirements:

The job tasks and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made as appropriate to enable individuals with qualified disabilities to perform the essential functions.

While performing the duties of this job the employee is regularly required to: sit, write, type, speak, and listen. The employee must also have the ability to sit or stand at a desk and work on a computer for long periods of time. The employee is occasionally required to stand, walk, reach, stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color and peripheral vision, depth perception and the ability to adjust focus.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Baker Boyer believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. This position description is designed to outline primary duties, qualifications, and job scope, but not limit our employees nor the organization to adjust the work identified. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of the company.

Baker Boyer is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.