Customer Experience Manager - KC locations
Kansas City, MO
Full Time
Retail Banking
Manager/Supervisor

First Federal Bank of Kansas City is one of the largest mutually owned banks in the Midwest and has been a strong banking and lending partner to families in Kansas and Missouri for decades. We are a community-oriented, culture-focused, progress-driven Family on a mission to help people, businesses and communities build a better financial future.

At First Federal, you’ll be supported by diverse, talented, energetic individuals moving toward a common vision of prosperity and a home for all. You’ll have boundless opportunities for growth – whether it’s personal or professional development to reach your career goals, company events to strengthen your connections, or volunteer work to champion our community partners.

Your success is our success. When our employees feel valued, our customers feel valued, and our community grows.

Hear what our team members have to say:https://www.youtube.com/watch?v=GNPKmutbydo


Are you a leader with experience in the financial services industry and a passion for delivering exceptional customer experiences? Do you thrive in a people-first environment where operational excellence meets team development? If so, First Federal Bank of Kansas City is looking for a Customer Experience Manager to lead the way at one of several banking center locations around the Kansas City metropolitan area.

JOB SUMMARY

The Customer Experience Manager is responsible for leading a team of sales and customer service professionals in the delivery of exceptional customer experiences while maintaining day-to-day operational integrity. Provides leadership to support the growth and efficient operations for the banking center to meet and/or exceed goals and objectives. Responsible for creating a positive workplace environment, promoting a cohesive team and individual employee development. Ensures the overall appearance of the facility (internal and external) is in accordance with the Bank’s standards.

A DAY IN THE LIFE OF A CUSTOMER EXPERIENCE MANAGER

As the Customer Experience Manager, you'll be the face and force behind the day-to-day operations and customer experience strategy of your banking center. From Coaching and developing your team to fostering lasting customer relationships, you'll play a critical role in ensuring both service excellence and operational integrity. This is an opportunity to lead by example, grow, a high-performing team, and make a meaningful impact in your community through some of the following ways:

  • Ensuring every customer receives timely, courteous, and personalized service.
  • Driving sales and business development goals for the banking center.
  • Overseeing daily operations to ensure compliance, efficiency, and security.
  • Building strong community relationships through engagement and outreach.
  • Maintaining the professional appearance and function of the banking center.
  • Acting as the operational point of contact for internal and external stakeholders.
  • Delivering ongoing coaching, performance management, and employee development.
  • Conducting on-the-spot sales and service coaching sessions with banking center team members.

ABOUT YOU

Looking for candidates who have the following skills, education, and experience:
  • Minimum of 2+years of experience in a financial institution (banker or manager)
  • Associate’s degree (preferred)
  • Must have deep knowledge of business and consumer banking products and services 
  • Strong customer service and sales skills
  • Excellent communication, collaboration, and leadership skills.
  • High level of attention to detail
  • Ability to think critically, solve problems, and lead with integrity.
  • Ability to represent the bank in a manner that maintains and expands customer relationships, contributes to the bank’s growth, and enhances its image.
  • Supervisory experience strongly preferred.

If you’d like to join the Family, apply now to start your journey toward a new, rewarding career in banking!

 

Note: The purpose of this document is to provide a general summary of essential responsibilities and requirements for the position and is not meant as an exhaustive list.

 

First Federal actively seeks to recruit and hire protected veterans.

First Federal Bank is committed to providing equal employment opportunities to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity, or any other legally protected category.

Apply for this position

* Required fields
First name*
Last name*
Email address*
Location
Phone number*
Resume*

Attach resume or Paste resume

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or paste resume

Paste your resume here or attach resume file

Cover Letter
What’s your citizenship / employment eligibility?*
What’s your highest level of education completed?*
College or University
Are you 18 years of age or older?*
LinkedInLinkedIn profile URL:
What languages do you speak fluently?
Desired salary*
Earliest start date?*
Can you work weekends?*
Can you work evenings?
Can you work overtime?
Please select the banking center location for which you'd like to be considered:*
Are you looking for full-time or part-time employment?*
How were you referred to us?*
Do you have any friends or family that work here?*
If you answered yes, please provide their full name.
May we contact your current employer?*
Identify any previous employers you do not wish us to contact.
Have you ever been discharged or asked to resign from a job?*
If yes, please explain:
Please explain any gaps in work history:
REFERENCES
Please list the name, relationship and phone number of at least two work related references, excluding relatives.*
CERTIFICATION AND ASSENT
I hereby certify that the statements I have made are true and complete and authorize First Federal Bank of Kansas City and/or it's representative ACS Data Search, to verify their accuracy and to obtain reference information on my work performance by contacting references, previous employers, schools, etc. I hereby release First Federal Bank of Kansas City and/or it's representative ACS Data Search from any/all liability of whatever kind and nature, which, at any time, could result from obtaining and having an employment decision based on such information. I understand that if I am subsequently employed by you, falsified statements of any kind or omissions of facts called for on this application shall be considered sufficient basis for immediate discharge.

I authorize any pre-employment testing. I agree to a physical examination by a doctor of the Bank's choice at any time including drug screening. I understand all job offers will be contingent upon a satisfactory drug screen for illegal drugs.

I also understand that employment and continued employment may be conditional upon securing and retaining a surety bond, issued by a company selected by the Bank. I understand that should an employment offer be extended to me and accepted that I will fully adhere to the policies, rules and regulations of employment of the Bank.

I understand that neither this application nor any offer of employment from the employer constitute an employment contract. I further understand that if employed, my employment shall be "at will" and can be terminated at any time by either party with or without cause or advance notice and that no statements to the contrary from the company are binding except for statements in writing from the President or other appropriate official.

I hereby acknowledge that I have read the above statements and understand/assent the same.

Signature (type name):*
Date signed:*
AUTHORIZATION TO OBTAIN CREDIT REPORT INFORMATION FROM AN OUTSIDE SOURCE
I hereby consent to First Federal Bank of Kansas City and it's representative ACS Data Search procuring or causing to be procured an "Investigative Consumer Report" which may be compiled from credit reports and personal interviews with my neighbors, friends, associates, or others as to my character, general reputation, personal characteristics, or mode of living as part of the pre-employment background investigation and for employment purposes at any time during my employment. I am aware that I have the right to make a written request within a reasonable time to receive additional detailed information as to the nature and scope of the investigation.

I hereby acknowledge that I have read and understand the above agreement.

Signature (type name):*
Date signed:*
The following questions are entirely optional.
To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Gender
Race/Ethnicity
Invitation for Job Applicants to Self-Identify as a U.S. Veteran
  • A “disabled veteran” is one of the following:
    • a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
    • a person who was discharged or released from active duty because of a service-connected disability.
  • A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
  • An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
  • An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran status
I IDENTIFY AS ONE OR MORE OF THE CLASSIFICATIONS OF PROTECTED VETERAN LISTED ABOVE
I AM NOT A PROTECTED VETERAN
I DON’T WISH TO ANSWER
Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 04/30/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Please check one of the boxes below:
YES, I HAVE A DISABILITY, OR HAVE HAD ONE IN THE PAST
NO, I DO NOT HAVE A DISABILITY AND HAVE NOT HAD ONE IN THE PAST
I DO NOT WANT TO ANSWER

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Name Date