Retail Banking Customer Experience Leader

Equity Bank; Missouri; On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Health Insurance

Life Insurance

FSA/HSA

Cancer Insurance

401K Match

Vacation & Sick Time

ESPP

Pet Insurance

Retail Banking Benefits

Job summary

Equity Bank is seeking a Customer Service Manager for Kirksville, MO to lead a small team of 2–4 retail staff, delivering superior customer experiences and core banking services. The role emphasizes coaching, policy adherence, and collaboration with the Branch Manager to grow deposits and loans.

In addition to daily leadership, you will guide the team through operational procedures, ensure regulatory compliance, and support fraud prevention initiatives while maintaining a welcoming branch

Qualifications

• 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.

Responsibilities

• 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 Equity Bank policies, BSA, AML, information security, and SAR procedures
• Adhere to deposit account opening standards and internal suspicious activity referral processes
• 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

Skills

Interpersonal communication

Verbal communication

Written communication

Windows-based systems

Confidentiality

Attention to detail

Time management

Team collaboration

Travel during training

Education

High School Diploma or equivalent

Tools

Windows-based computer systems

Job description

Equity Bank is seeking a Customer Service Manager for Kirksville, MO to lead a small team of 2–4 retail staff, delivering superior customer experiences and core banking services. The role emphasizes coaching, policy adherence, and collaboration with the Branch Manager to grow deposits and loans.

In addition to daily leadership, you will guide the team through operational procedures, ensure regulatory compliance, and support fraud prevention initiatives while maintaining a welcoming branch