Customer Care Supervisor (Call Center Supervisor)

Position: Call Center Supervisor ( Customer Care)

Department: Customer Care

Location: Wichita, KS (Rock)

Status: FT Salary

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 will 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 will help you invest in your community through volunteer opportunities which align with our company initiatives and core values

Bilingual Spanish Speakers encouraged to apply!

Responsibilities and Expectations

1. Deliver Superior training and support to your teammates.
   1. Demonstrate an understanding of and ability to communicate and coach banking processes, best practices and products
   2. Build, maintain and enforce work procedures
   3. Respond quickly and accurately to inquiries verbally via telephone, email and chat
   4. Management of a team of Customer Service Representatives
   5. Effectively address and handle escalated call or department issues
   6. Organize department schedules, coaching and employee development
2. Deliver Superior Customer Service and Customer Experience
   • Demonstrate excellent customer service skills with both external and internal clients.
   • Promptly accept calls and video sessions and create a welcoming, engaging, professional environment for each customer encounter.
   • Respond to routine customer inquiries and requests received via email, secure messages and chat. Transition service opportunities into referral or sales interactions.
   • Be able to effectively communicate and be understood by customers and partner departments.
   • Work jointly with other departments to provide an enhanced customer experience
3. Accurately Perform Financial Transactions & Functions
   • Accurately process financial transactions including but not limited to transfers, refunds within approved limits, and other internal bank transactions.
   • Minimize risk related to negotiable instruments, documents of identification, transaction authority, and funds availability.
   • Evaluate documents presented by the customer for authenticity.
   • Demonstrate operational soundness to minimize risk exposure or loss and maintain quality production.
   • Adhere to bank and/or retail operating procedures and protocols, including but not limited to transaction limits for both cash out and checks.
   • Be able to apply critical thinking to find effective solutions and resolve customer concerns.
4. Refer or Sell Bank Products and Services
   • Proactively match bank deposit and loan products, as well as all services, to customer needs. Sell, open, or refer new accounts, credit applications and new services.
   • Expand existing customer relationships.
   • Market bank products and services.
   • Proactively make referrals to other business lines that result in additional revenue to the bank.
5. 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 or applicable for this position.
   • Actively work with customers to understand each customer's normal account activity, as appropriate for this position.
   • Complete periodic compliance training.
6. Perform other duties as assigned or required.

Required Skills & Education

• High School Diploma or equivalent
• 2+ years banking experience and 2+ years Customer Service experience preferred.
• Excellent interpersonal, verbal, and written communication skills. Must be comfortable with video communication.
• Ability to analyze, investigate and achieve results
• 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

Who we are

Equity Bank, a full-service, $8 billion community bank, is based in Wichita, Kansas, with 85 bank offices throughout Kansas, Missouri, Arkansas, Nebraska, 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.

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.

Pay Range: $42,000 - $45,000 per year