Customer Service Manager - Kirksville, MO; North

Job Title: Customer Service Manager

Department: Retail Banking

Location: Kirksville, MO (North)

Job Type: Full-Time/Hourly

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.

• 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
• 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

• 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

• 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

• 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

• 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

Equity…