Customer Service Manager Corporate Location (rock And Kellogg),

Lead And Manage Performance Of Retail Bank Team

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 24 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.

Required Skills & Education 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.

Preferred.

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.

Who We Are.

Equity Bank, a full-service, $7.9 billion community bank, is based in Wichita, Kansas, with over 80 bank offices throughout Kansas, Nebraska, 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.