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Equity Bank · 5 hours ago

Customer Service Manager - Topeka (Main)

Topeka, KS

Full-time

Onsite

Mid Level

Equity Bank, a full-service community bank, is seeking a Customer Service Manager to lead their retail banking team in Topeka, KS. The role involves managing employee performance, ensuring compliance with regulations, and delivering a superior customer experience while helping to achieve the bank's growth targets.

BankingFinanceFinancial Services

Responsibilities

Lead and Manage the Performance of the Retail Bank Non-Exempt Employees

Partner with 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, as well as 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

Recommend and provide accounts, loans, and services that address clients’ financial needs

Assist Bank Manager to achieve budgeted bank targets for growth of deposits and loans as well as non-interest income

Control bank expenses as appropriate

Demonstrate operational soundness to minimize risk exposure and to 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 and ensure same by retail bank team

Assist Bank Manager to create a welcoming, engaging, professional environment for clients and your team to experience

Proactively resolve client issues and ensure follow-through by retail bank team

Perform teller duties as needed

Approve transactions for other employees within your assigned authority limit

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 for this position

Actively work with clients to understand each client’s normal account activity, as appropriate for this position

Complete periodic compliance training

Assist Bank Manager to ensure adherence to aforementioned points by bank team

Perform other duties as assigned or required