Going forward, a clear client engagement model (“CEM”) will provide consistent guidance for customer interactions as we evolve as an organization that powers human potential. Core to our approach are customer plays that create meaningful dialogue and are rooted in standardized banker routines and toolsets. The CEM and corresponding plays will be leveraged by the full network and will be governed to ensure responsible business practices are being adopted across the business. Client Experience wor... more details
At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.
Job Description
Going forward, a clear client engagement model (“CEM”) will provide consistent guidance for customer interactions as we evolve as an organization that powers human potential. Core to our approach are customer plays that create meaningful dialogue and are rooted in standardized banker routines and toolsets. The CEM and corresponding plays will be leveraged by the full network and will be governed to ensure responsible business practices are being adopted across the business. Client Experience work will align with Business Practices.
Develops group-wide business plans; makes policies and ensures compliance; handles personnel matters; evaluates and improves operational methods and strategies to improve efficiency, effectiveness, productivity, and/or control; ensures and manages sufficient technological resources; and acts as liaison to other internal and external groups.
ESSENTIAL FUNCTIONS
Client Engagement Model:
- Define and manage the Client Engagement Model
- Design and manage (socialize, update, deploy) a standardized set of branch plays that focus on creating/updating guidance for client interactions and banker routines, and outlining the practical application of skills defined through the Client Engagement Model.
- Define the framework for product plays and influence the development and maintenance of its content across consumer products.
Client Interaction Scripts and Collateral:
- Develop responsible and empathetic talking points to ensure consistent client experience throughout the entire branch network, including calling resources that support campaigns and promos.
- Develop mixed-media assets (videos, audio, branch collateral) to bolster the impact of the plays and to be disseminated across the national franchise.
- Assess industry best practices related to retail banking management and operations, consistently calibrating business practices to drive a culture of continuous improvement on team.
Governance:
- Establish and uphold governance standards to ensure compliance with industry regulations and internal policies, including the CAT review and management process.
- Serve as primary interface with Risk, Compliance and Legal to ensure that safe, ethical and responsible practices are being adopted, and manage any potential internal stress tests/audits.
- Anticipate and respond to the heightened regulatory expectations for customer treatment, including managing UDAAP enforcement activity to avoid financial penalties and consent orders.
Client Experience / Customer Complaints:
- Lead client experience and address client concerns with a focus on resolution, satisfaction, and customer primacy.
- Identify trends/patterns in customer contacts to inform areas of opportunities to retain and deepen client relationships, including evolution of Client Engagement Model.
- Serve as primary interface with Client Experience Office to refine/update customer surveys, commission client/market research on Client Experience, and extract insights from industry studies.
BASIC QUALIFICATIONS
- Bachelor's or Master's degree, or equivalent work experience
- 10 or more years of banking or other relevant experience
- Five or more years of management experience
PREFFERED SKILLS/EXPERIENCE
- Well-developed leadership abilities and strategic management skills
- Knowledge of unit(s) and relation to industry
If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.
Benefits:
Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):
Healthcare (medical, dental, vision)
Basic term and optional term life insurance
Short-term and long-term disability
Pregnancy disability and parental leave
401(k) and employer-funded retirement plan
Paid vacation (from two to five weeks depending on salary grade and tenure)
Up to 11 paid holiday opportunities
Adoption assistance
Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
EEO is the Law
U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal KNOW YOUR RIGHTS EEO poster.
E-Verify
U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.
The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $188,530.00 - $221,800.00 - $243,980.00
U.S. Bank will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.
Job postings typically remain open for approximately 20 days of the posting date listed above, however the job posting may be closed earlier should it be determined the position is no longer required due to business need. Job postings in areas with a high volume of applicants, such as customer service, contact center, and Financial Crimes investigations, remain open for approximately 5 days of the posting listed date.
