This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/13687816 Position: Customer Care Supervisor Location: Wichita, KS (On-site) Status: FT Salary Responsibilities & Expectations 1. Deliver Superior Customer Service and Customer Experience to all of Equity Customers. - 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. - Will train and mentor new representatives. 2. Responsible for supervising a team of 6-10 representatives. - Responsible for scheduling shifts within the call center - Help develop best practices and procedural guides - Help train other employees on best practices - Verify incentive results and totals 3. Will be expected to supplement handling the Equity and Digital Bank call queues. - Welcome calls and other sales and cross selling functions 4. 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. 5. 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. 6. 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. 7. Perform other duties as assigned or required. Required Skills & Education: - High School Diploma or equivalent - 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 wo king with a team to determine solutions. 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 Keyboarding and writing 34-66% of the time. Near Vision Acuity required at 20 inches or less > 66% of the time. Talking (required use of the voice) > 66% of the time. Standing, walking, bending, and squatting performed 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 compu