Customer Service Manager

Equity Bank • Salina, KS • 3d ago

This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/13646431

Responsibilities and Expectations

Lead and Manage the Performance of the Retail Bank (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 24 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. Were 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.

Whats in it for you?

We believe your benefits are an important part of your overal

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