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Client Engagement Team Manager, Exp Bank

Albuquerque, NM, US

Req ID: 66082 

Job Location: Albuquerque Albuquerque NM 

Areas of Interest: Training & Development; Bank Operations; Banking Center Management; Consumer Banking 

BOK Financial (BOKF), Headquartered in Tulsa, Oklahoma, BOK Financial Corporation (NASDAQ: BOKF) is a top 25 U.S.-based financial services holding company with operations in ten states – Oklahoma, Texas, Arkansas, Arizona, Colorado, Kansas/Missouri, New Mexico, Nebraska and Wisconsin. The company began more than 100 years ago in Tulsa and has successfully diversified into a variety of industries, businesses and geographies.                  .

Bonus Type

Formula Based

Summary

You place great value on building meaningful relationships, and you do so by leveraging your excellent interpersonal skills. You find satisfaction in helping others by offering sound advice. You enjoy being part of a well-structured, collaborative environment, and you make the most out of every opportunity. Bring your knowledge, skills, and abilities to us and watch your career grow in our call center as a Manager for ExpressBank.

About the Role

As a subject matter expert, you’ll share your knowledge, information, and advice with others to develop their abilities and help them succeed.  At times, you may be called upon to assist with complex issues or to resolve escalated client problems; however, you will spend most of your time leading, developing, and supporting a high-performing team of ExpressBankers on the right behaviors to consistently deliver first-contact resolution and five-star customer service.  By using your internal and external resources to recruit top talent, you’ll make hiring decisions that drive results, lead change, and mitigate risk.

What You Can Expect

Accuracy and efficiency are vital for this role.  You will monitor daily/weekly/monthly employee performance, quality assurance, and productivity reports to ensure department standards are maintained and goals are achieved. 

You will receive multiple development avenues to enhance your coaching skills, which include training, boot camps, self-improvement initiatives, and skill-building activities.  You’ll regularly meet with team members to review their development progress and address performance problems and issues.  You will provide resources and remove obstacles for employees, and you’ll set and communicate performance standards that are specific and measurable to achieve results.

Team Culture

You will join a highly engaged, collaborative team that will support you, encourage you, and grow with you.  We respect, honor, and praise one another for a job well done. We are transparent, involved, and committed.  We celebrate each other’s wins, big and small.

Everything we do is customer-focused.  We are client champions who find the best solutions, provide financial protection, and understand the power of digital connections.  We never settle for the status quo, and we always do the right thing.

If you're passionate about serving your community, we have numerous opportunities to engage with team members and give back through company-sponsored volunteerism.

How You'll Spend Your Time

  • You will resolve complex client problems and handle unusual circumstances to they are satisfied.
  • You will establish policies, lead change, and develop overall divisional goals and objectives to meet and exceed customer service. 
  • You will evaluate work performance, recommend, and conduct associated personnel actions and resolve employee issues to ensure efficient operation of your team. 
  • You will learn and develop your coaching skills by participating in training, skill-building activities, and self-improvement initiatives.

We'd Like to Talk to You

TEAM BUILDING:  Your ability to listen, collaborate, respond, coach, and provide constructive feedback will set your team up for success.

TECHNICAL EXPERTISE:  You'll be switching back and forth between applications and systems to help clients.  We'd like you to have excellent PC skills and a tremendous technical aptitude to learn systems quickly. You need to know basic math, too.

BANKING ACUMEN: As a Client Engagement Team Manager your knowledge of consumer banking products and services, laws, and regulations is beneficial in solving problems and making recommendations to our clients.

PROBLEM-SOLVING: You must be able to find solutions to complicated and challenging customer concerns.  

EMOTIONAL INTELLIGENCE:  You will encounter a lot of unique situations with customers and coworkers, and you'll need to have the capacity to show empathy and to recognize your emotions and those of others to guide your behavior and make good decisions. 

DETAILED ORIENTED:   You will follow our established standards and have good judgment to escalate situations when appropriate. A passion for doing the job right the first time brings us joy. Accuracy, follow up, and follow-through is vital for this role.

COMMUNICATION:   You will need to be an excellent writer and speaker with the ability to build relationships with clients and coworkers.  

Education & Experience Requirements

This level of knowledge is normally acquired through completion of an Associate’s degree in a business related field and 2 – 4 years customer service and/or supervisory experience; or 5 – 7 years equivalent work related experience.

BOK Financial is a stable and financially strong organization that provides excellent training and development to support building the long term careers of our employees. With passion, skill and partnership you can make an impact on the success of the bank, our customers and your own career!
 

Apply today and take the first step towards your next career opportunity!
 
BOK Financial is an equal opportunity employer.  We are committed to providing equal employment opportunities for training, compensation, transfer, promotion and other aspects of employment for all qualified applicants and employees without regard to sex, race, color, religion, national origin, age, disability, sexual orientation, genetic information or veteran status.

Please contact recruiting_coordinators@bokf.com with any questions. 


TOP 3 REASONS TO APPLY


Investing in our talent and building a great workplace is a top priority for us.


  • Empowered employees
  • Award-winning culture
  • Community commitment



Base salary range explanation:

The base salary range represents an average range for this position. Actual offers to be determined based on the candidate’s qualifications, skills, experience and education. See job details for salary range and bonus type.

Benefits:

BOK Financial offers industry-leading benefits addressing your complete physical, financial and emotional health. Click here to see our benefits.


ABOUT BOK FINANCIAL


BOK Financial is an award-winning $46 billion regional financial services company and one of the top 30 banks in the U.S, based in Tulsa, Oklahoma.

We seek to continually foster and support the principles and values of our company by promoting an environment that is inclusive of the diverse values, opinions, experience, culture and needs of our employees, clients and communities.

FACTS:

  • 5,100 employees
  • 28 years of financial profitability
  • $79+ billion assets under management and administration
  • $5.8 million in charitable contributions in 2019 and $86 million since the start of the BOKF Foundation in 1998



Nearest Major Market: Albuquerque

Job Segment: Call Center Manager, Call Center Supervisor, Bank, Banking, QA, Customer Service, Finance, Quality

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