Customer and Community Engagement Manager at First Federal Savings Bank in Twin Falls, Idaho

Job Description:

Why work for First Federal Bank? 

Our company culture is driven by our desire to serve our members and communities, something we have done for over 100 years. Along with doing meaningful work, enjoy perks and benefits that come along with being part of Idaho’s only mutual bank – no stockholders or majority owners, just our account members!

Eligible First Federal Bank employees receive paid vacation, sick leave, and holidays; health insurance, dental insurance, and vision insurance; 401(K) retirement; educational assistance; life insurance; and long-term disability insurance.

Employees also receive paid community service hours and can participate in our Pay-It-Forward program to give back to the communities we serve. In addition, the First Federal Foundation has provided over $1.4 million to local non-profits since 2003. For a meaningful job and to be part of a community-focused team, as well as much more, apply today at www.bankfirstfed.com/careers.

Essential Duties and Responsibilities

• Helps to develop, refine, and institute bank-wide customer relationship management initiatives.


• Provides ongoing training and assists in the oversight of relationship management efforts.


• Strategizes with leadership and relationship managers on potential customer needs and planned outreach.


• Coordinates with leadership and relationship managers on the development and execution of annual customer engagement plans.


• Assists in driving relationship management collaboration amongst bank business lines and units.


• Supervises Customer and Community Engagement Specialist position.


• Helps oversee relationship management stewardship efforts.


• Assists with the development and implementation of customer onboarding processes as well as customer journeys, increasing customer retention and bank’s share of wallet.


• Analyzes and interprets customer data and information to identify potential needs that could enhance customer financial well-being (i.e., lead generation).


• Assists in identifying prospective customers and the subsequent planning of outreach to drive acquisition.


• Helps monitor customer and prospect interactions, ensuring efficiencies and optimal outcomes.


• Serves as the bank’s subject matter expert for the customer relationship management (CRM) platform.


• Provides necessary training to bank employees, specifically managers (i.e., train the trainer), for effective use of the CRM platform.


• Partners with bank’s data team to:
  
  
  
  • Ensure complete data integration with CRM platform.
  
  
  • Help manage customer and sales reports requests and the development of these reports.
  
  
  • Develop customer segmentation for personalized communications and information.
  
  
  
  


• Collaborates with marketing unit teammates on CRM-based marketing pieces and communications.


• Oversees community partnerships including sponsorships, donations, and volunteerism.


• Serves as additional public relations point-of-contact for the bank.


• Supervises day-to-day operations of First Federal Foundation.


• Leads efforts to grow awareness of and engagement with First Federal Foundation.

Non-Essential Duties and Responsibilities

• Participates in other marketing unit activities, including staff meetings and team-wide projects.


• Works with marketing unit members to enhance, promote, and communicate bank’s brand. 
  

Qualifications Required

(Required education may be satisfied by experience and/or working knowledge)

A bachelor’s degree in business, marketing, finance, public relations, or related field, or four years of professional experience in customer service, sales, fundraising, or business marketing and/or communications.

Physical Requirements and Working Conditions

Sitting for extended periods of time, requires close visual acuity and the ability to work and operate computer applications and equipment including copy machine, telephone, scanner, or other basic business equipment. Some nights and weekend work hours are required. Occasional travel is required for branch/department visits.

Qualifications Preferred

A bachelor’s degree and three years of professional experience in banking, sales, and/or customer relationship management. Demonstrated understanding of public relations and/or community development efforts. Previous supervisory experience.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

See job description