What are the responsibilities and job description for the Customer Service Manager - Independence position at Equity Bank?
Position: Customer Service Manager
Department: Retail
Location: Independence
Status: FT 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
- Lead and Manage the Performance of the Retail Bank Non-Exempt Employees
- Partner with Branch Manager to conduct sales management routines including daily skills coaching, weekly team meetings, monthly employee check-ins, and quarterly results coaching.
- Provide onsite leadership and motivation, as well as direct the daily work of a minimum of 2-4 retail bank employees.
- Make recommendations and decisions regarding employee hiring, compensation, work schedule, promotion and discipline.
- Implement operating procedures and protocols.
- Train and develop bank team members for their current and future roles.
- Assist with Growth of Retail Bank Net Income
- Recommend and provide accounts, loans, and services that address clients’ financial needs.
- Assist Bank Manager to achieve budgeted bank targets for growth of deposits and loans as well as non-interest income.
- Control bank expenses as appropriate.
- Demonstrate operational soundness to minimize risk exposure and to maintain quality production.
- Proactively make referrals to bank partners that result in additional revenue to the bank.
- Ensure Consistent Delivery of a Superior Customer Experience
- Demonstrate excellent customer service skills and ensure same by retail bank team.
- Assist Bank Manager to create a welcoming, engaging, professional environment for clients and your team to experience.
- Proactively resolve client issues and ensure follow-through by retail bank team.
- Perform teller duties as needed.
- Approve transactions for other employees within your assigned authority limit.
- Demonstrate Compliance with Applicable Laws and Regulations
- Understand and follow applicable laws and regulations for your job responsibilities, including but not limited to Equity Bank Business Ethics and Conduct policy, Bank Secrecy Act, Anti-Money Laundering, Information Security, Suspicious Activity Reporting requirements, policies, and procedures.
- Follow deposit account opening procedures and internal suspicious activity referral requirements and processes, as appropriate for this position.
- Actively work with clients to understand each client’s normal account activity, as appropriate for this position.
- Complete periodic compliance training.
- Assist Bank Manager to ensure adherence to aforementioned points by bank team.
- Perform other duties as assigned or required.
Required Skills & Education
- High School Diploma or equivalent
- Previous banking experience preferred
- Excellent interpersonal, verbal, and written communication skills
- Computer proficiency in Windows-based systems
- Ability to maintain a high degree of confidentiality
- Strong attention to detail and organizational skills
- Capable of working with a team to determine solutions
- Ability to travel to Wichita, KS during first week of employment for required week-long training
Who we are
Equity Bank, a full-service, $5 billion community bank, is based in Wichita, Kansas, with 72 bank offices throughout Kansas, 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.
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.
