Customer Service Manager - Topeka (Main)

Equity Bank•Topeka, KS

17d•Onsite

About The Position

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.

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

Nice To Haves

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

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