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Customer Care Supervisor (Call Center Supervisor)
- 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 customer’s normal account activity, as appropriate for this position.
- Complete periodic compliance training.
- Perform other duties as assigned or required.
- 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
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.
- 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
