Customer Service Supervisor State Bank Crystal Lake, IL

Customer Service Supervisor job at Home State Bank. Crystal Lake, IL.

Home State Bank opened its doors to McHenry County in 1915, and for over 110 years we have been serving the McHenry County area. From the beginning, it has been our goal to create a better quality of life for our neighbors, and to work together to build a better community.

Our relationship with the community has remained as strong as it was from our beginning, and it continues to grow today. In the words of Home State Bank's Chief Executive Officer, Steven L. Slack, "We are not just out looking for loans and deposits, we are looking for long‑term relationships."

Home State Bank has a Customer Service Supervisor opening at the downtown Crystal Lake location.

Bilingual in Spanish preferred. This is not a remote position (onsite only) and there is no relocation assistance available, so local candidates only.

• Oversee a team of five (5) Customer Service Associates, setting clear expectations, providing day‑to‑day direction, and coaching to ensure high performance and service consistency
• Monitor, analyze, and report daily workload and service level metrics to ensure timely and accurate resolution of customer requests
• Serve as the escalation point for complex, urgent, or sensitive client matters; take ownership through resolution
• Conduct regular one‑on‑one meetings and formal performance reviews to support development, provide feedback, and address performance concerns in alignment with company expectations
• Partner with cross‑functional teams—including Retail Operations, Compliance, Technology, Mortgage, Commercial, and Retail Sales—to remove roadblocks, share feedback, and improve end‑to‑end processes
• Analyze trends in service activity to identify opportunities for training, quality improvement, and operational efficiencies
• Champion operational improvements and process enhancements
• Apply deep operational expertise to solve issues quickly, identify root causes, and implement sustainable solutions
• Ensure scheduling, staffing, and resource alignment matches client demand and coverage
• Lead team meetings and contribute to department meetings to reinforce service standards, share updates, and keep the team aligned on priorities
• Support hiring, onboarding, and training of new team members; serve as a culture carrier and role model
• Maintain compliance with internal policies, procedures, and regulatory requirements, ensuring the team adheres to operational standards

• Proven ability to lead teams in a customer service or banking operations environment, with a focus on accountability, empathy, and results
• Strong organizational and time management skills with the ability to manage both individual and team priorities
• Excellent interpersonal communication skills: clear, composed, and able to inspire confidence and trust
• Ability to navigate and resolve escalations with professionalism, while coaching others through similar scenarios
• Strong analytical skills and attention to detail; comfortable interpreting metrics to assess performance and recommend improvements

• Previous leadership or supervisory role required
• High school diploma or GED
• Proven ability to handle escalations and/or complex customer requests
• Ability to build rapport and trust in a fast‑paced, professional environment
• Strong process orientation with an eye towards efficiency
• A proactive, solution‑oriented mindset focused on delivering value to clients
• Problem‑solving and decision‑making skills with attention to process and risk

Make an income while making an impact! If you are looking for an opportunity to make a visible contribution to our community bank and get excited about doing interesting work that matters, then we encourage you to apply. You can stop at any branch, fax your resume to 815‑248‑0428, or apply online.

Home State Bank offers competitive pay and a generous benefit package that starts the first of the month following hire:

• Medical coverage through BCBS – 2 PPO Plans and an HMO option if located within Illinois
• Dental PPO through BCBS
• Vision insurance through BCBS Eye Med
• $50,000 in company‑paid life and accidental death & dismemberment and…