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Customer Care Supervisor (Call Center Supervisor)

Equity Bank

Wichita, KS

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JOB DETAILS
SKILLS
Analysis Skills, Bank Secrecy Act, Banking Services, Best Practices, Business Banking, Business Ethics, Call Center Management, Coaching, Communication Skills, Computer Skills, Customer Experience, Customer Relations, Customer Support/Service, Detail Oriented, Financial Transactions, High School Diploma, Information/Data Security (InfoSec), Interpersonal Skills, Loans, Microsoft Windows Operating System, Money Laundering, Multilingual, Operations Processes, Organizational Skills, Presentation/Verbal Skills, Problem Solving Skills, Procedure Implementation, Quality Management, Regulations, Regulatory Compliance, Retail Banking, Risk Management, Sales, Service Delivery, Spanish Language, Staff Development, Team Lead/Manager, Team Player, Training/Teaching, Transaction Processing/Management, Writing Skills
LOCATION
Wichita, KS
POSTED
11 days ago
This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/13596735 Position: Call Center Supervisor (Customer Care)\ \ Department: Customer Care\ \ Location: Wichita, KS (Rock)\ \ Status: FT Salary\ \ Jump start your career at Equity Bank! We are currently hiring energetic, team oriented, and community focused individuals to join our team! With a team of best-in-class customer service experts, you will help to build and expand on client relationships, deliver the banking[products and services that meet the unique and individual needs of clients, and create and uphold an atmosphere of superior experience and service. At Equity Bank we will help you invest in your community through volunteer opportunities which align with our company initiatives and core values\ \*Bilingual Spanish Speakers encouraged to apply!]{#tsuid_cJE5as_SO4KEqtsP4OHi2Qo_7 aria-live="polite"} [Responsibilities and Expectations\ Deliver Superior training and support to your teammates.\ Demonstrate an understanding of and ability to communicate and coach banking processes, best practices and products\ Build, maintain and enforce work procedures\ Respond quickly and accurately to inquiries verbally via telephone, email and chat\ Management of a team of Customer Service Representatives\ Effectively address and handle escalated call or department issues\ Organize department schedules, coaching and employee development\ Deliver Superior Customer Service and Customer Experience\ Demonstrate excellent customer service skills with both external and internal clients.\ Promptly accept calls and video sessions and create a welcoming, engaging, professional environment for each customer encounter.\ Respond to routine customer inquiries and requests received via email, secure messages and chat. Transition service opportunities into referral or sales interactions.\ Be able to effectively communicate and be understood by customers and partner departments.\ Work jointly with other departments to provide an enhanced customer experience\ Accurately Perform Financial Transactions & Functions\ Accurately process financial transactions including but not limited to transfers, refunds within approved limits, and other internal bank transactions.\ Minimize risk related to negotiable instruments, documents of identification, transaction authority, and funds availability.\ Evaluate documents presented by the customer for authenticity.\ Demonstrate operational soundness to minimize risk exposure or loss and maintain quality production.\ Adhere to bank and/or retail operating procedures and protocols, including but not limited to transaction limits for both cash out and checks.\ Be able to apply critical thinking to find effective solutions and resolve customer concerns.\ Refer or Sell Bank Products and Services\ Proactively match bank deposit and loan products, as well as all services, to customer needs. Sell, open, or refer new accounts, credit applications and new services.\ Expand existing customer relationships.\ Market bank products and services.\ Proactively make referrals to other business lines that result in additional revenue to the bank.\ 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 or applicable for this position.\ Actively work with customers to understand each customers normal account activity, as appropriate for this position.\ Complete periodic compliance training.\ Perform other duties as assigned or required.]{aria-live="polite"} [Required Skills & Education\ High School Diploma or equivalent\ 2+ years banking experience and 2+ years Customer Service experience preferred.\ Excellent interpersonal, verbal, and written communication skills. Must be comfortable with video communication.\ Ability to analyze, investigate and achieve results\ 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\ ]{aria-live="polite"}

About the Company

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Equity Bank