Customer Service Agent Manager - Digital at Emprise Bank in Wichita, KS

Job description

• At Emprise Bank, everything we do is focused on empowering people to thrive. We proudly work to provide an extraordinary customer experience to help our customers achieve their goals.
• The Customer Service Agent Manager - Digital provides strategic and operational leadership for customer experience, digital engagement, business banking support, leadership development, and continuous process improvement within the Contact Center. This role transforms customer, employee, and operational insights into sustainable improvements that enhance service quality, operational efficiency, digital adoption, and long-term organizational performance.

Responsibilities

• Customer Experience & Process Improvement
• Own and continuously improve designated Contact Center customer journeys, with a primary focus on digital and business banking experiences.
• Evaluate end-to-end customer interactions across channels to identify service friction, process inefficiencies, experience gaps, and opportunities for enhancement.
• Analyze customer feedback, employee insights, operational metrics, and industry trends to develop data-driven improvement strategies.
• Lead and influence cross-functional initiatives that improve customer outcomes, service delivery, and operational effectiveness.
• Partner with appropriate internal stakeholders and third-party vendors to optimize customer experiences.
• Measure and monitor the effectiveness of experience initiatives, adjusting strategies based on performance results and customer impact.
• Manage escalated customer concerns and complex service issues, ensuring timely resolution while balancing customer satisfaction, regulatory requirements, and organizational risk.
• Promote a culture of first-contact resolution and exceptional customer service.
• Sales & Financial Solutions Leadership
• Lead, coach, and support team members in promoting bank products, services, and digital capabilities that align with customer needs.
• Reinforce and model the Emprise sales philosophy, customer relationship approach, and service standards.
• Collaborate across lines of business to identify referral opportunities and deliver comprehensive financial solutions.
• Establish performance expectations, monitor results, and hold team members accountable for achieving service and sales objectives.
• Ensure timely communication, reporting, and knowledge sharing regarding products, services, and strategic initiatives.
• Facilitate ongoing education and development related to bank products, services, and digital capabilities.
• Digital and Business Banking Leadership
• Lead the customer experience strategy and operational execution for digital banking, business banking support, and specialized customer service functions.
• Oversee daily digital support operations, service levels, workflow management, and queue performance.
• Identify emerging fraud trends, process vulnerabilities, and operational risks, implementing proactive controls and mitigation strategies.
• Partner with technology teams to support digital product enhancements, testing, deployment, and ongoing optimization.
• Leverage technology and automation opportunities to improve efficiency, customer adoption, and service effectiveness.
• Support business banking and specialty banking initiatives by identifying opportunities to enhance customer experiences and streamline processes.
• Serve as a subject matter expert for digital banking, business banking, fraud prevention, and evolving customer service trends.
• Leadership & Talent Development
• Build and maintain a high-performing team through coaching, recognition, accountability, and continuous development.
• Develop future leaders by creating growth opportunities, mentoring talent, and supporting succession planning initiatives.
• Champion a "Train-the-Trainer" culture that expands organizational knowledge, capability, and leadership readiness.
• Foster employee engagement by encouraging innovation, collaboration, and professional growth.
• Lead through sound decision-making, adaptability, and alignment with organizational values and strategic priorities.
• Promote and model Emprise values through daily actions, leadership practices, and customer interactions.
• Drive workforce readiness and future-focused skill development to support changing customer expectations and business needs.
• Strengthen partnerships and operating effectiveness between the Contact Center and other business units.
• Perform other duties as assigned within the scope of the position.

Requirements

• Exemplary customer service experience
• Experience with obtaining sales goals and objectives
• Team management experience
• Confident and articulate communications skills
• Initiative and strong work ethic
• Ability to build and maintain relationships with direct reports, Emprise associates, vendors, and customers
• An understanding and commitment to our values
• Attitude and aptitude to engage in continuous development
• 2+ years of experience in banking, financial services, digital banking, or a related customer service environment.
• Experience in a Contact Center or other high-volume customer service environment preferred.
• Previous leadership, coaching, or supervisory experience preferred.
• Demonstrated knowledge of digital banking products, customer authentication/access, mobile banking, online banking, and digital customer experiences.

Skills

Required

• Exemplary customer service experience
• Team management experience
• Initiative and strong work ethic

Benefits

• In addition to a competitive salary and benefits, Emprise offers professional growth, a rewarding and challenging environment, opportunities to be involved in our communities, and a culture of integrity, passion, and success.