Client Experience & Market Operations - Texas / Onsite Only

Established in 1964 in Omaha, Nebraska, our family-owned financial institution's vision is to be the best in class in meeting the evolving financial needs of our customers. Our extensive history and family-owned legacy give us a deep and genuine understanding of how to serve and treat our customers. We offer a holistic financial approach with solutions for personal, business and wealth in three markets: Iowa, Nebraska and Texas.As a community bank, we value long-term partnerships built on trust and integrity. As an employer, we take pride in building meaningful relationships and celebrating the unique differences that define each team member; it's what makes us a stronger unit. It's one of the many reasons why creating a strong culture of empowerment, support, and opportunity is an ongoing focus.Job SummaryThis position is responsible for end‑to‑end customer experience in the Texas market by establishing clear ownership for how client service requests move from initiation to resolution. This role owns market‑level operations and client experience execution across Texas, serving as the primary intake, triage, coordination, and follow‑through point for internal Texas market service needs. The role partners closely with Texas banking centers and in‑market sales teams, and engages enterprise operational partners as required, to ensure requests move from initiation to resolution with clear accountability, high service standards, and consistent closure.Essential FunctionsService And Client Experience (35%)Owns market‑level service execution in Texas by ensuring client and internal requests are carried full‑circle from intake to resolution without fragmentationEnsures clients experience consistent, timely, and accountable service regardless of entry point into the organizationProvides a high level of service responsiveness by resolving complex issues and closing loops with clear, timely communication to Texas banking centers and in‑market sales teamsCoordinates the movement of requests through appropriate processing paths (routing, approvals, documentation, and operational queues) to prevent client disruption, delays, or reworkProtects sensitive client information and maintains confidentiality while working across teams and systemsPartners with Texas banking centers, in‑market sales teams, and enterprise operational partners to deliver a consistent and accountable client experience across the Texas marketTexas Market Operations (30%)Supports day‑to‑day execution for key operational workflows in Texas, including account opening and account maintenance, ensuring documentation and compliance requirements are metServes as an intake, triage, and completion point for internal Texas market operational requestsCoordinates operational transactions and service requests through appropriate channels and partners (examples may include check orders, transfers, wires, disputes, fee adjustments, and statement requests) to drive timely completion and clear closureCoordinates deposit‑related and treasury‑adjacent service requests within the Texas market by routing defined items to appropriate enterprise operational partners while retaining end‑to‑end accountability for client experience outcomesSupports online banking maintenance and coordinates resolution of access and maintenance needs through appropriate partners and established processesMarket Enablement, Standards, And Execution (15%)Provides day‑to‑day guidance to Texas banking centers and in‑market sales teams on service standards, [NR1] required steps, and expected handoffs so requests move efficiently from intake to resolution.Reinforces consistent execution by clarifying expectations for submissions[NR2] (complete information, correct routing, required documentation) and partnering with teams to reduce recurring breakdowns that create rework or client friction.Serves as an escalation point for complex or stalled items by coordinating with enterprise operational partners to confirm ownership, unblock processing, and close loops back to Texas banking centers and in‑market sales teams.Models and promotes a client‑ownership mindset in the Texas market by ensuring requests are resolved completely and communication is clear, timely, and transparent.Supports consistent system discipline by reinforcing timely and accurate maintenance steps so service outcomes are enforceable and repeatable.On‑Site Market Presence & Texas Banking Center Execution (10%)Provides consistent on‑site presence in Texas banking centers, serving as the primary point of contact for walk‑in client service needsExecutes required banking center operational activities to ensure clients receive timely, accurate, and complete serviceOwns banking center readiness and supports basic office and space stewardship (supplies, workspace needs, facilities coordination) to enable consistent client experience deliveryEstablishes visible market ownership and serves as a trusted on‑site escalation point for client service issuesOperational Tracking, And Continuous Improvement (5%)Tracks and follows through on request status using shared tracking methods and emerging standardized workflows to ensure transparency, predictability, and closure.Identifies obstacles that degrade client experience or hinder ease of execution and proposes improvements that reduce handoffs, increase clarity, and strengthen service consistency.Participates in regular check‑ins and feedback loops to refine workflows, improve adoption, and continuously evolve the Texas market service model.Leadership (5%)Demonstrates leadership as an individual contributor by sharing knowledge, modeling high standards, fostering accountability, and promoting open communication.Performs Other Duties As Required And Assigned.KNOWLEDGE, SKILLS AND ABILITIESStrong knowledge of banking center operations, account opening, account maintenance, and transaction processing fundamentalsStrong understanding of deposit‑related operational processes and ability to triage and complete complex requests accuratelyAbility to coordinate work across Texas banking centers, in‑market sales teams, and enterprise operational partners with strong follow‑through and service orientationStrong written, verbal, and interpersonal communication skills with the ability to convey expectations clearly and professionallyStrong service mindset and ability to resolve issues with appropriate urgency and professionalismStrong organizational and prioritization skills; ability to manage multiple concurrent requests while maintaining accuracy and transparencyStrong problem‑solving skills and ability to navigate systems, approvals, and handoffs to drive requests to completionProficiency with Microsoft Office (Outlook, Teams, Excel, Word) and comfort using shared inboxes and trackersAbility to maintain confidentiality regarding bank, customer, and employee informationAbility to complete the required training by assigned due date.Ability to maintain regular and reliable attendance.EDUCATION* Minimum of a High school diploma or equivalent required; bachelor’s degree in business, finance or related field preferredEXPERIENCE*Minimum of 3+ years of demonstrated experience with account opening and account maintenance (retail and/or commercial) in a banking center environment requiredExperience coordinating operational workflows across teams (including treasury and other operational functions) strongly preferredEquivalent education and experience will be consideredAFFIRMATIVE ACTIONSecurity National Bank provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.