Customer Service Manager - Andover, KS

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
• 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
• 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
• Acknowledge and resolve customer complaints
• Avoid unauthorized transactions and adhere to internal controls
• Support the Branch Manager in ensuring team-wide compliance with applicable laws, regulations, and internal policies

Requirements

• High School Diploma or equivalent
• Strong interpersonal, verbal, and written communication skills
• Proficiency with Windows-based computer systems
• 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
• Leadership, coaching, or supervisory experience
• Experience with sales management routines and performance coaching
• Knowledge of retail banking products, services, and regulatory requirements