This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/12920147

Job Summary:Supervise a team of Customer Service Representatives and Team Leads within the Customer Service Center. Holds employees accountable for a high level of professionalism and customer satisfaction. Supports online and mobile products. Responsible for ensuring the successful implementation of initiatives and projects to support the department and/or business unit. Establishes work processes for direct reports and ensures a high level customer service is delivered and promotes and fosters teamwork across all areas of INTRUST. Represents INTRUST Bank in all they do in the community, and is focused on the development of new business relationships. Must maintain strict standards of confidentiality, and perform duties in a manner supporting INTRUSTs Character Qualities.

Essential Functions:All expectations described in the job descriptions essential functions are necessary to be successful in this role, performed with or without a reasonable accommodation.

• Effectively manage others by consistently applying INTRUSTs supervisor and manager expectations: relationship management; feedback; coaching and development; establishing effective work culture expectations; critical thinking; business acumen; and resource management.

Responsible for maintaining a 75% service level standard for customer satisfaction and service quality.

Provides a high level of team engagement including being present on the floor.

Coordinate and supervise the day-to-day workflow of direct reports.

Ensure timely and effective communication of company and consumer banking updates.

Answer incoming calls and provide chat support as volume dictates.

Respond to escalated customer complaints and employee concerns.

Provide scheduling and maintain timekeeping for team.

Works closely with Customer Service Development and Quality Coach to uncover employee performance gaps.

Assist Customer Service Development and Quality Coach with call monitoring to ensure accuracy and quality customer service meets standards.

Perform monthly individual coaching and goal feedback sessions with employees.

Assist with the development of department goals aligned with strategic initiatives.

Expand customer relationships through needs-based conversations and offering appropriate products and services.

Continually look for process and procedure improvements that benefit the customer and employee.

Report team metrics to direct reports daily and the Customer Service Center Manager as directed or at least monthly.

Responsible for the selection, retention, coaching, performance management and development of direct reports.

Education and Experience:Requires a High School Diploma; Bachelors degree preferred. 2 years of call center, supervisory and/or banking experience preferred.

Required Skills and Knowledge:Must have excellent customer service, written and oral communication skills. Ability to make independent decisions. Ability to engage, coach and lead employees and have difficult conversations as needed. Strong time management and organizational skills. Perform duties and manage multiple priorities under frequent time pressures. Computer experience and familiarity with Microsoft Office, internet products, and mobile apps. Knowledge of federal/state affirmative action and equal employment laws/regulations.

Required Licenses and/or Certifications:Nationwide Mortgage Lending System (NMLS) Registered or ability to meet qualifications for registration.

Physical Demands:Extended period(s) of time may be spent viewing a personal computer, sitting, standing, walking talking on the telephone, and typing. Occasional lifting up to 25 lbs. The physical demands necessary for this role should be performed with or without a r asonable accommodation.

Working Conditions:Normal office conditions.

This job description summary is not intended to be an employment contract, nor is it intended to state or imply these are the only activities to be performed by the employee occupying this position. Employees will be required to follow any other duties as assigned or requested by their supervisor.

INTRUST Financial Corporation and its subsidiaries, including INTRUST Bank, are Equal Opportunity Employers whose policy is not to discriminate unlawfully against any qualified employee or applicant for employment on the basis of protected military or veteran status, disability, race, color, religion, sex, age, national origin, pregnancy, genetic information, sexual orientation, gender identity, or any other classification protected by applicable local, state or federal law; except where an individuals protected category constitutes a bona fide occupational qualification.