Position: Customer Care Supervisor (Call Center)
Department: Customer Care
Location: Wichita, KS (On-Site)
Job Type: Full-Time/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'll 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’ll help you invest in your community through volunteer opportunities which align with our company initiatives and core values.
**Bilingual Spanish Speakers encouraged to apply!
Responsibilities and Expectations
Key Responsibilities
Lead and Develop the Team
- Supervise, coach, and develop a team of Customer Care Representatives
- Provide training on bank products, services, systems, policies, and customer service best practices
- Establish, maintain, and reinforce departmental procedures and service standards
- Conduct regular coaching sessions, performance discussions, and development planning
- Manage team scheduling to ensure appropriate staffing levels and service coverage
- Foster a positive, collaborative, and accountable work environment
- Address and resolve escalated customer concerns and operational issues
Deliver an Exceptional Customer Experience
- Champion a culture of outstanding service for both internal and external customers
- Ensure prompt, professional, and accurate service across phone, email, chat, video, and other service channels
- Monitor customer interactions and provide coaching to improve service quality and customer satisfaction
- Partner with other departments to deliver seamless customer support and issue resolution
- Promote proactive problem solving and relationship building with customers
Ensure Operational Excellence
- Oversee the accurate processing of customer transactions and service requests, including transfers, refunds within approved authority limits, and other banking transactions
- Ensure adherence to operational procedures, transaction limits, and internal controls
- Minimize risk related to customer identification, transaction authority, negotiable instruments, and funds availability
- Review and evaluate customer documentation for authenticity and completeness
- Maintain high standards of accuracy, quality, and operational effectiveness
- Apply sound judgment and critical thinking to resolve complex customer and operational issues
Grow Customer Relationships
- Coach team members to identify customer needs and recommend appropriate products and services
- Support meaningful customer conversations that deepen relationships and increase engagement
- Encourage referrals to business partners that create value for customers and contribute to bank growth
- Monitor referral performance and coach team members to achieve goals
- Promote awareness of bank products, services, and solutions
Maintain Compliance and Risk Awareness
- Follow and ensure compliance with all applicable banking laws, regulations, policies, and procedures
- Maintain knowledge of Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Information Security, Suspicious Activity Reporting (SAR), and other regulatory requirements
- Ensure compliance with customer identification and account opening procedures
- Identify and escalate suspicious or unusual account activity as appropriate
- Complete all required compliance, regulatory, and professional development training
- Demonstrate the highest standards of integrity, professionalism, and ethical conduct
Required Skills & Education
Requirements
- High School Diploma or equivalent
- Management experience
- 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
Preferred
- Bachelor’s degree
- 2+ years banking experience and 2+ years Customer Service experience preferred
- Call center experience
- Bilingual Spanish
Who We Are
Equity Bank, a full-service, $7.9 billion community bank, is based in Wichita, Kansas, with over 80 bank offices throughout Kansas, Nebraska, Missouri, Arkansas, and Oklahoma.
At Equity Bank, you can find exciting opportunities to challenge you, expand your skills, and reward your contributions. Our employees receive competitive compensation and benefits, while working in an atmosphere that encourages personal and professional growth. We’re searching for motivated individuals who are passionate about serving others, learning new technologies, and working as part of a team.
Equity Bank offers a full range of financial solutions, including online and mobile banking, commercial loans, consumer banking, and mortgage loans, treasury management service, the best solutions for your business, and absolutely zero ATM fees, anywhere.
What’s in it for you?
We believe your benefits are an important part of your overall compensation package. We work year-round to ensure that we provide our employees with the most up-to-date, competitive program. We thoroughly evaluate our benefit plans and strive to provide quality benefits that support the physical and financial well-being of our employees and their families.
Benefits Available:
- Health, Dental & Vision Insurance
- Group Life & Long-Term Disability Insurance
- Flexible Spending & Health Savings Accounts
- Group Cancer Insurance
- 401(K) Retirement Plan w/Company Match
- Generous Vacation & Sick Time
- Employee Stock Purchase Plan (ESPP)
- Pet Insurance
- Retail Banking Benefits
Find your future at Equity Bank!
The above statements are intended to generally describe the nature and level of work to be performed by most people assigned to this job. It is not intended as an exhaustive list of all responsibilities, duties, and requirements.
Physical Requirements
This position requires standing, walking, bending, and squatting on a regular basis. May require the ability to stoop, kneel, crouch or reach with hands and arms. Requires the ability to carry, lift, move or push up to 25 pounds on an occasional basis. Must be able to talk and listen to others.
Work Environment
This position regularly works in an office setting. Most of the job duties require the employee to be working with computers and electronic media on a regular basis.
Equity Bank is an equal opportunity employer and will not make employment decisions based on an applicant’s race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
