Banking Customer Experience Lead

Equity Bank; Wichita (KS); On-site; USD 42,000 - 65,000; Full time

Job summary

Equity Bank is hiring for a Customer Service Supervisor in Wichita, KS. You will lead a team of Customer Service Representatives, uphold high service standards, and ensure accurate, timely responses to customer inquiries. The role emphasizes banking product knowledge, confidentiality, and compliant processes.

The position requires at least a high school diploma with 2+ years in banking/leadership, strong communication skills, and the ability to analyze information and coach staff.

Qualifications

• High School Diploma or equivalent
• 2+ years banking/managerial experience preferred
• Excellent interpersonal, verbal, and written communication skills
• Ability to independently analyze information, problem solve and communicate course(s) of action
• Ability to follow oral and written instructions accurately and consistently
• 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

Responsibilities

• Exceed Customer service expectations with patient, friendly and supportive interactions with bank employees with a focus on 1st call resolution
• Communicate positively and professionally at all times with customers and bank employees
• Respond quickly and accurately to inquiries verbally via telephone and in written format via email and online correspondence
• Management of team(s) of Customer Service Representatives
• Organize department schedules, coaching, and employee development
• Back up the call queue during peak or high volume spikes
• Effectively address and handle escalated call or department issues
• Provide follow-up and feedback to both customers, internal clients, and management teams within established timelines
• Research and analyze data to make effective decisions in the moment
• Demonstrate an understanding of and ability to communicate and coach banking processes, best practices and products (i.e. debit cards, online banking, wire transfers, loans, etc.)
• Build, maintain, and enforce work procedures
• Help create a positive and productive work environment
• Maintain a knowledge of all bank processes, products and department structures
• Use bank systems to research, review and update customer information
• Process external debit card, online banking and mobile banking set up & maintenance functions
• Understand banking regulations and mitigate risk for the bank and its customers
• Maintain strict confidentiality of bank and customer account information
• Participate in team meetings and departmental development activities to elevate the performance of the bank and the team
• Assist with cross training of other employees in the department
• Other duties as assigned

Job description

Equity Bank is hiring for a Customer Service Supervisor in Wichita, KS. You will lead a team of Customer Service Representatives, uphold high service standards, and ensure accurate, timely responses to customer inquiries. The role emphasizes banking product knowledge, confidentiality, and compliant processes.

The position requires at least a high school diploma with 2+ years in banking/leadership, strong communication skills, and the ability to analyze information and coach staff.