Customer Experience and Operations Officer

Carver Federal Savings Bank
New York , New York
Apr 11, 2023
Jun 10, 2023
Full Time

Position Summary: This position oversees the operations and customer experience of the Retail Banking network, which includes Branch Banking and Online Banking Channels. The role will support the head of sales and business development in the Retail Banking network and work across business lines to drive operational efficiency and a consistent customer experience for the enterprise.

Essential Duties and Responsibilities:

Customer Experience:

  • Develop and evaluate processes for customer service and productivity improvements.
  • Serve as a help desk to Branches regarding “know your customer” issues, compliance matters, and questionable transactions. Identify, measure, and monitor issue resolution and next issue avoidance, including training.
  • Assist in developing new products and services.

Efficiency and Productivity:

  • Lead managers with capacity planning to effectively manage overtime and operational efficiency. Areas of consideration include but are not limited to (succession and staff planning to support business growth).
  • Establish reporting for revenue production and operating metrics in a scorecard format that highlights branch performance and call centers.
  • Participate in product development and system conversions related to the Retail Network.
  • Participate in the budgeting process with particular emphasis on operational and expense-related items.

Operations and Internal Audit:

  • Oversee and collaborate with Deposit Operations for branch operating policies and procedures
  • Collaborate with management to ensure that audit issues are monitored and remediated in the Branch, Call Center(s), and digital channels.
  • Lead operational discipline in branches, Co-Chair Assistant Managers that must be coordinated with HR, and the Retail Banking Manager.
  • Responsible for contingency planning for the retail bank, maintenance of Business Continuity Plans, and representing branches in disaster recovery information security meetings.

Vendor and Strategic Partnerships:

  • Oversee online banking and digital partners that include but are limited to (Mantl, Upstart, Jack Henry’s Call Center, and Elon Credit Card Services).
  • Co-support marketing initiatives related to the digital acquisition


  • Prepare ALCO reports and other reports as needed.

Supervisory Duties:

  • Manage the daily operations of the Inbound Call Center Colleagues, including establishing Key Performance Indicators for the staff.
  • Escalate operational matters related to the Retail Branches to HR and reporting management as deemed necessary.

Background and Experience:

  • Five years of Branch Management experience preferred
  • Experience in a back-office environment of a financial institution
  • Experience developing policies and procedures
  • Project planning experience helpful
  • A./B.S. preferred
  • Excellent verbal and written communication skills
  • Ability to work independently
  • Thorough knowledge of banking products and services
  • Ability to identify opportunities to automate manual processes
  • Ability to make a sound judgment on a day-to-day basis regarding assignments
  • Ability to foster teamwork within the department and throughout the corporation
  • Effective in a purposeful environment

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