Digital Banking CX & Service Leader

Emprise Bank 2; Wichita (KS); On-site; USD 70,000 - 90,000; Full time

Job summary

Emprise Bank is seeking a Customer Service Agent Manager - Digital in Wichita, KS to lead the customer experience and digital engagement for the Contact Center. You will guide business banking support, leadership development, and continuous process improvements across channels, ensuring high service quality and efficiency.

The role emphasizes data-driven decision making, cross-functional collaboration, and coaching teams to promote bank products and digital capabilities while upholding Emprise

Qualifications

• Exemplary customer service experience.
• Experience with achieving sales goals and objectives.
• Confident and articulate communications skills.
• Initiative and strong work ethic.
• Ability to build and maintain relationships with reports, associates, vendors, and customers.
• Understanding and commitment to Emprise values.
• Willingness to engage in continuous development.

Responsibilities

• Own and continuously improve designated Contact Center journeys with focus on digital and business banking.
• Evaluate end-to-end interactions to identify friction and inefficiencies.
• Analyze feedback and metrics to develop data-driven improvements.
• Lead cross-functional initiatives to improve outcomes and efficiency.
• Partner with internal stakeholders and vendors to optimize experiences.
• Measure effectiveness of initiatives and adjust based on results.
• Handle escalated service concerns with balance of satisfaction and risk.
• Promote first-contact resolution and exceptional service.
• Lead and coach team members to promote products and digital capabilities.
• Collaborate across lines of business on referrals and financial solutions.
• Set performance expectations and monitor results.

Skills

Exemplary customer service

Sales goal attainment

Confident communication

Initiative & work ethic

Relationship building

Values alignment

Continuous development mindset

Job description

Emprise Bank is seeking a Customer Service Agent Manager - Digital in Wichita, KS to lead the customer experience and digital engagement for the Contact Center. You will guide business banking support, leadership development, and continuous process improvements across channels, ensuring high service quality and efficiency.

The role emphasizes data-driven decision making, cross-functional collaboration, and coaching teams to promote bank products and digital capabilities while upholding Emprise