Customer Service Supervisor

At INTRUST Bank, 10 character qualities are at the foundation of all we do. They include respect, positivity, compassion, humility, and initiative. They guide our interactions with customers and each other, are why we give back to communities, and inform how we shape our goals as a company. These character qualities are our tradition, and we bring them to life each day.

Your career is important to you, which makes it important to us. At INTRUST you’ll find a welcoming, encouraging atmosphere where your talents can thrive. You will be supported in your career, you can lead no matter what your title, and you can see a path for future growth. If you’d like to find a place of work where you’re appreciated, can find balance, and have a sense of belonging, then we encourage you to apply for this role.

A modern benefits approach:  To support our employees and their families, INTRUST offers a comprehensive, market-competitive benefits package that prioritizes your total well-being.

• Competitive pay
• Generous time off
  • Employees receive three weeks of paid vacation plus 11 paid holidays each year.
  • Paid time off to volunteer in the community.
  • Paid employee and family sick leave – two weeks upon hire with monthly accruals.
  • Paid parental leave.
• 401(k) plan with 6% employer match and 100% immediately vested.
  • 3% non-elective company contribution; non-elective contribution vested after 3 years of service.
• Career growth and development resources
• Tuition reimbursement for full-time and part-time employees enrolled in any degree program.
• Banking benefits
• Medical, dental, and vision insurance

Benefits eligibility is dependent upon hire date and employment status. Ask for our benefits guide for full details.

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 INTRUST’s Character Qualities.

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

• Effectively manage others by consistently applying INTRUST’s 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; Bachelor’s degree preferred. 2 years of call center, supervisory and/or banking experience preferred.

Required Skills and Knowledge: Must have excellent customer