Customer Care Supervisor; Call Center Supervisor

Position: Customer Care Supervisor (Call Center Supervisor)

Location: Wichita, KS

Job : 4266

Openings: 1

Department: Customer Care

• Deliver superior training and support to your teammates.
• Demonstrate an understanding of and ability to communicate and coach banking processes, best practices and products.
• Build, maintain and enforce work procedures.
• Respond quickly and accurately to inquiries verbally via telephone, email and chat.
• Management of a team of Customer Service Representatives.
• Effectively address and handle escalated call or department issues.
• Organize department schedules, coaching and employee development.
• 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.
• 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.
• 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.
• 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.
• Perform other duties as assigned or required.

• 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.

• 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

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.

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. Equity Bank encourages qualified minority, female, veteran, and disabled candidates to apply and be considered for open positions.