Customer Service Manager - Wichita, KS (Webb)

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
• Support Growth of Retail Bank Net 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
• Avoid approving transactions for other employees outside of 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

  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 maintain a high level of confidentiality and professionalism
  • 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