Retail Banking Customer Experience Lead

Equity Bank; Great Bend (KS); On-site; USD 24,796 - 38,572; Full time

Job summary

Equity Bank in Great Bend, KS is seeking a Customer Service Manager to lead the Retail team, enhance client relationships, and deliver banking products with superior service. This full‑time, on‑site role supports the community through excellent customer experiences and accountable team leadership.

As part of the Retail department, you will supervise 2–4 staff, drive sales routines, and ensure regulatory compliance while maintaining a welcoming environment for clients and teammates during the

Qualifications

• High school diploma or equivalent.
• Previous banking experience preferred.
• Excellent interpersonal, verbal, and written communication skills.
• 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.
• Ability to travel to Wichita, KS during the first week of employment for required week‑long training.

Responsibilities

• Lead and manage the performance of retail bank non‑exempt employees.
• Partner with the Branch Manager to conduct sales management routines including daily skills coaching, weekly team meetings, monthly employee check‑ins, and quarterly results coaching.
• Provide onsite leadership and motivation, and direct the daily work of a minimum of 2‑4 retail bank employees.
• Make recommendations and decisions regarding employee hiring, compensation, work schedule, promotion, and discipline.
• Implement operating procedures and protocols.
• Train and develop bank team members for their current and future roles.
• Assist with growth of retail bank net income, including recommending and providing accounts, loans, and services that address clients’ financial needs.
• Assist the Bank Manager in achieving budgeted bank targets for growth of deposits, loans, and non‑interest income; control bank expenses as appropriate.
• Demonstrate operational soundness to minimize risk exposure and maintain quality production.
• Proactively make referrals to bank partners that result in additional revenue to the bank.
• Ensure consistent delivery of a superior customer experience; demonstrate excellent customer service skills throughout the retail bank team.
• Assist the Bank Manager to create a welcoming, engaging, professional environment for clients and your team.
• Proactively resolve client issues and ensure follow‑through by the retail bank team.
• Perform teller duties as needed and approve transactions for other employees within the assigned authority limit.
• Demonstrate compliance with applicable laws and regulations, including Equity Bank Business Ethics, the Bank Secrecy Act, Anti‑Money Laundering, Information Security, and suspicious activity reporting requirements.
• Follow deposit‑account opening procedures and internal suspicious‑activity referral requirements and processes.
• Actively work with clients to understand normal account activity.
• Complete periodic compliance training.
• Assist the Bank Manager in ensuring adherence to compliance policies by the bank team.
• Perform other duties as assigned or required.

Skills

Interpersonal communication

Verbal communication

Written communication

Confidentiality

Attention to detail

Team collaboration

Education

High school diploma or equivalent

Job description

Equity Bank in Great Bend, KS is seeking a Customer Service Manager to lead the Retail team, enhance client relationships, and deliver banking products with superior service. This full‑time, on‑site role supports the community through excellent customer experiences and accountable team leadership.

As part of the Retail department, you will supervise 2–4 staff, drive sales routines, and ensure regulatory compliance while maintaining a welcoming environment for clients and teammates during the