Job description

Zions Bank recognizes that its success comes from the dedication, experience and talents of its diverse employee base. As we usher in the next generation of banking, we’re committed to being the premier employer of choice. We’re proud to have ranked among American Banker magazine’s “Best Banks to Work For” almost every year since 2013, as Best Employer from Utah’s Best of State, among the Best Places to Work in Idaho, and “among the Salt Lake Tribune’s Top Workplaces. Make the leap into a new era of banking. Let us transform your career.

With benefits starting on day one, 12 bank holidays, profit sharing and company-matched 401(k) contributions, Zions is committed to career growth and advancement. At Zions, the possibilities are endless. You bring the talent; we bring the opportunity.

Zions Insurance Agency is a wholly owned subsidiary of Zions Bancorporation, N.A. Zions Bancorporation is one of the nation's premier financial services companies, and Zions Insurance Agency is an independent insurance agency providing risk management solutions with a focus on customer service. Our insurance professionals help assess client needs, navigate the market, and deliver a custom solution. Become a member of our team and see what Zions Insurance Agency can do for your career.

Zions Insurance Agency has just opened a new position for a Customer Experience Manager in our corporate offices in downtown Salt Lake City. This is a rare opportunity to join a growing business that is on a winning trajectory and build a team of Customer Experience Specialists.

Overall General Job Function: This role provides overall management of service operations for the agency. This includes responsibility for ensuring and improving the performance, efficiency, and profitability of departmental and organizational operations through the provision of effective methods and strategies. This position leads a team of Customer Experience Specialists and Account Managers to service, retain and grow the book of business. This role works to build strong internal relationships between the servicing team and the sales agents, aligning their support for the most effective outcome.

General duties/responsibilities:
Lead and manage a growing team of CESs and AMs (hiring, training, coaching, team meetings, 1x1s, etc.).

Develop CESs and AMs to be experts in insurance servicing, providing a consistent, high-quality level of support at all times.

Measure, own and influence customer satisfaction.

Identify, track and measure cross-sell and growth opportunities with current customers.

Work across teams to develop simple/easy/fast solutions.
Collaborate closely with executive management in strategic servicing and cross-selling.

Other knowledge, skills, or abilities:
Assist leaders in identifying key opportunities that will provide optimum benefits to our customers and business results.

Leverage best practices in customer experience management.

Perform complex quantitative and qualitative analysis to support customer experience improvement and to analyze root causes of recurring dissatisfactions.

Resolve matters pertaining to quality and maintain/improve customer satisfaction.

Work with various departments/divisions to develop strategies to enhance customer experience and optimize processes.

Document and deliver reports to management and stakeholders on improvement strategies and results as needed and during periodic management reviews.

Responsible for hiring, training, and supervising staff.
Take on other duties as needed to ensure the success of the business.

Successful candidates will bring this experience and education to the table:

Bachelor’s degree

6-8 years of work experience in Property and Casualty insurance

3 years of direct experience managing sales and/or service representatives within an insurance agency or carrier

Verified technical expertise in Personal (and some Commercial) Property & Casualty Insurance

Possess an active Property & Casualty license

Previous experience in Vertafore’s AMS360 Agency Management System

Certified Professional Service (CPSR) Designation a plus (or AIS)

Ability to create influence, trust and productive working relationships with teams across multiple departments and multiple geographies.

Ability to champion and facilitate change initiatives.

Excellent project management skills.

Excellent organizational, presentation and communication skills, both written and verbal.

Ability to communicate with all levels of the organization.

Strong management and leadership skills.

Intermediate to advanced level of proficiency with MS Project, Excel, Visio, PowerPoint and SharePoint.

Ability to set and maintain high quality work standards.

Ability to deal effectively with people in various job capacities.
Excellent problem solving and communication skills.

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