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Customer Service Manager - Wichita, KS (Rock)
Position: Customer Service Manager
Department: Retail Banking
Location: Wichita, KS (Rock)
Job Type: Full-Time/Hourly
Jump start your career at Equity Bank! We are currently hiring energetic, team oriented, and community focused individuals to join our team! With a team of best-in-class customer service experts, you'll help to build and expand on client relationships, deliver the banking products and services that meet the unique and individual needs of clients, and create and uphold an atmosphere of superior experience and service. At Equity Bank we’ll help you invest in your community through volunteer opportunities which align with our company initiatives and core values.
Responsibilities and Expectations
Key Responsibilities
Lead and Manage Performance of Retail Bank Team (Non-Exempt Employees)
- Partner with the Branch Manager to execute sales management routines, including daily skills coaching, weekly team meetings, monthly employee check-ins, and quarterly performance and results coaching
- Provide visible, on-site leadership and motivation while directing the daily workflow of a team of approximately 2–4 retail bank employees
- Participate in and make recommendations regarding hiring, compensation, scheduling, promotions, performance management, and disciplinary actions
- Implement and ensure adherence to bank operating procedures and protocols
- Coach, train, and develop team members to ensure success in both current responsibilities and future career growth
Support Growth of Retail Bank Net Income
- Recommend and deliver appropriate accounts, loans, and banking services that align with clients’ financial needs
- Partner with the Branch Manager to achieve budgeted targets for deposit growth, loan production, and non-interest income
- Monitor and manage bank expenses in alignment with branch goals
- Demonstrate strong operational discipline to minimize risk exposure and maintain high-quality production
- Proactively refer clients to bank partners to generate additional revenue opportunities
Ensure Consistent Delivery of a Superior Customer Experience
- Model exceptional customer service behaviors and set expectations for the retail bank team
- Collaborate with the Branch Manager to cultivate a welcoming, engaging, and professional environment for both clients and team members
- Take ownership of escalated client concerns and ensure timely resolution and follow-through
- Perform teller functions as needed to support branch operations
- Approve transactions for other employees within assigned authority limits
Maintain Compliance with Laws, Regulations, and Bank Policies
- Understand and comply with all applicable laws and regulations, including but not limited to the Equity Bank Business Ethics and Conduct Policy, Bank Secrecy Act (BSA), Anti-Money Laundering (AML) requirements, Information Security policies, and Suspicious Activity Reporting (SAR) procedures
- Adhere to deposit account opening standards and internal suspicious activity referral processes, as applicable to the role
- Develop an understanding of normal client account activity to assist with fraud and risk prevention
- Complete all required compliance and regulatory training on a timely basis.
- Support the Branch Manager in ensuring team-wide compliance with applicable laws, regulations, and internal policies
- This position requires the employee to obtain and maintain NMLS certification in accordance with the SAFE Act and applicable lending regulations
Required Skills & Education
Requirements
- High School Diploma or equivalent
- Strong interpersonal, verbal, and written communication skills
- Proficiency with Windows-based computer systems
- Ability to maintain a high level of confidentiality and professionalism
- Strong attention to detail with effective organizational and time-management skills
- Ability to collaborate effectively with a team to identify and implement solutions
- Availability to travel to Wichita, Kansas during the first week of employment for required week-long training
Preferred
- Previous retail banking or financial services experience
- Prior leadership, coaching, or supervisory experience
- Experience with sales management routines and performance coaching
- Knowledge of retail banking products, services, and regulatory requirements
Who We Are
Equity Bank, a full-service, $7.9 billion community bank, is based in Wichita, Kansas, with over 80 bank offices throughout Kansas, Nebraska, Missouri, Arkansas, and Oklahoma.
At Equity Bank, you can find exciting opportunities to challenge you, expand your skills, and reward your contributions. Our employees receive competitive compensation and benefits, while working in an atmosphere that encourages personal and professional growth. We’re searching for motivated individuals who are passionate about serving others, learning new technologies, and working as part of a team.
Equity Bank offers a full range of financial solutions, including online and mobile banking, commercial loans, consumer banking, and mortgage loans, treasury management service, the best solutions for your business, and absolutely zero ATM fees, anywhere.
What’s in it for you?
We believe your benefits are an important part of your overall compensation package. We work year-round to ensure that we provide our employees with the most up-to-date, competitive program. We thoroughly evaluate our benefit plans and strive to provide quality benefits that support the physical and financial well-being of our employees and their families.
Benefits Available:
- Health, Dental & Vision Insurance
- Group Life & Long-Term Disability Insurance
- Flexible Spending & Health Savings Accounts
- Group Cancer Insurance
- 401(K) Retirement Plan w/Company Match
- Generous Vacation & Sick Time
- Employee Stock Purchase Plan (ESPP)
- Pet Insurance
- Retail Banking Benefits
Find your future at Equity Bank!
The above statements are intended to generally describe the nature and level of work to be performed by most people assigned to this job. It is not intended as an exhaustive list of all responsibilities, duties, and requirements.
Physical Requirements
This position requires standing, walking, bending, and squatting on a regular basis. May require the ability to stoop, kneel, crouch or reach with hands and arms. Requires the ability to carry, lift, move or push up to 25 pounds on an occasional basis. Must be able to talk and listen to others.
Work Environment
This position regularly works in an office setting. Most of the job duties require the employee to be working with computers and electronic media on a regular basis.
Equity Bank is an equal opportunity employer and will not make employment decisions based on an applicant’s race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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