• Job Description

  Req#: 548182

  Customer Experience Team Manager
  Location: Kansas City, MO | Hybrid Work Model (@Flex)
  Available Shifts: M–F, 8:00 AM–5:00 PM CST with flexibility within Call Center hours (7:00 AM-6:00 PM and Sat 9:00 AM-1:00 PM CST)

  Lead with purpose. Empower your team. Deliver exceptional service.
  At nbkc, we’re committed to delivering a modern banking experience that puts people first. We're looking for a Customer Experience Team Manager to lead a dynamic team of Customer Experience Specialists — someone who’s ready to roll up their sleeves, resolve complex issues, and build a culture of service excellence.

  This is more than just a leadership role — it’s an opportunity to shape the customer journey from the inside out.

  Your Role at a Glance:

  Leadership & Coaching

  • Guide and support a team of 5–6 specialists, fostering accountability and engagement.
  • Set clear expectations, track performance, and provide timely coaching and feedback.
  • Create an environment where your team feels motivated, valued, and empowered.

  Customer Advocacy & Escalation Support

  • Act as the point of contact for elevated or complex customer issues.
  • Work cross-functionally to ensure quick and effective resolution.
  • Use customer feedback to drive improvements and anticipate needs.

  Operational Oversight

  • Manage daily workflow and ensure service levels are consistently met.
  • Support quality assurance efforts, including performance evaluations and reporting.
  • Collaborate with leadership to identify opportunities for efficiency and growth.

  Training & Development

  • Recruit, onboard, and train new team members with a focus on service excellence.
  • Provide ongoing training to strengthen team skills and confidence.
  • Be a subject-matter expert on bank policies, products, and technology systems.

  Compliance & Risk Management

  • Ensure adherence to internal policies and external regulations.
  • Maintain confidentiality and sound judgment in decision-making.
  • Promote a compliance-first mindset across the team.

  What You Bring to the Table:

  • High school diploma or equivalent required.
  • 3–5 years of banking experience and at least 2 years in a supervisory or team lead role (preferred).
  • Strong understanding of bank products, systems, and service protocols.
  • Proven ability to lead, coach, and develop high-performing teams.
  • Exceptional problem-solving, interpersonal, and communication skills.
  • Ability to manage competing priorities with a calm, confident presence.

  Preferred Qualifications:

  • Strong sense of customer empathy and ability to identify customer needs.
  • Risk awareness and a keen eye for identifying and mitigating potential issues.
  • Proficiency with Microsoft Office and familiarity with CRM systems.
  • Detail-oriented with strong numerical and analytical skills.
  • A mindset geared toward collaboration, ownership, and continuous improvement.

  Why Join nbkc?

  We’re not a traditional bank — and we like it that way. At nbkc, we value innovation, collaboration, and community. We support your career growth with a flexible hybrid work model, a people-first culture, and a commitment to doing things differently. If you're looking for a meaningful leadership opportunity where your voice matters, you’ve found the right place.

  Ready to lead the way in customer experience? Apply now.

  nbkc bank is an Equal Opportunity-Affirmative Action Employer
  Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation

  • #LI-JW1

  
  

  
  

• About the company

  Looking for one of the best online banks with a personal touch? Discover nbkc's online checking accounts, savings accounts, award-winning mortgage loan service, and more.

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