Customer Service Supervisor

Home State Bank opened its doors to McHenry County in 1915 , and for over 110 years we have been serving the McHenry County area. From the beginning, it has been our goal to create a better quality of life for our neighbors, and to work together to build a better community.

Our relationship with the community has remained as strong as it was from our beginning, and it continues to grow today. In the words of Home State Bank's Chief Executive Officer, Steven L. Slack, "We are not just out looking for loans and deposits, we are looking for long-term relationships."

Home State Bank has a Customer Service Supervisor opening at the downtown Crysal Lake location.

The Customer Service Supervisor is a frontline leader responsible for overseeing daily operations, supporting a team of customer service representatives, and ensuring the delivery of an exceptional experience for customers. This role balances hands-on problem-solving with people leadership and process improvement, ensuring that service commitments are consistently met with accuracy, empathy, and accountability. Bilingual in Spanish preferred. This is not a remote position (onsite only) and there is not any relocation assistance available, so local candidates only.



You’ll serve as a subject matter expert, coach, and escalation point while driving service consistency, operational efficiency, and team engagement. This is an ideal role for someone with deep service experience, strong communication skills, and a proven ability to lead others through change and complexity.



WHAT YOU’LL DO

• Oversee a team of five (5) Customer Service Associates, setting clear expectations, providing day-to-day direction, and coach to ensure high performance and service consistency
• Monitor, analyze, and report daily workload and service level metrics to ensure timely and accurate resolution of customer requests

• Serve as the escalation point for complex, urgent, or sensitive client matters; take ownership through resolution
• Conduct regular one-on-one meetings and formal performance reviews to support development, provide feedback, and address performance concerns in alignment with company expectations
• Partner with cross-functional teams—including Retail Operations, Compliance, Technology, Mortgage, Commercial, and Retail Sales—to remove roadblocks, share feedback, and improve end-to-end processes.
• Analyze trends in service activity to identify opportunities for training, quality improvement, and operational efficiencies
• Champion operational improvements and process enhancements
• Apply deep operational expertise to solve issues quickly, identify root causes, and implement sustainable solutions
• Ensure scheduling, staffing, and resource alignment matches client demand and coverage
• Lead team meetings and contribute to department meetings to reinforce service standards, share updates, and keep the team aligned on priorities
• Support hiring, onboarding, and training of new team members; serve as a culture carrier and role model
• Maintain compliance with internal policies, procedures, and regulatory requirements, ensuring the team adheres to operational standards

What You Bring

• Proven ability to lead teams in a customer service or banking operations environment, with a focus on accountability, empathy, and results.
• Strong organizational and time management skills with the ability to manage both individual and team priorities.
• Excellent interpersonal communication skills: clear, composed, and able to inspire confidence and trust.
• Ability to navigate and resolve escalations with professionalism, while coaching others through similar scenarios.
• Strong analytical skills and attention to detail; comfortable interpreting metrics to assess performance and recommend improvements.

QUALIFICATIONS

• Previous leadership or supervisory role required
• High school diploma or GED
• Proven ability to handle escalations and/or complex customer requests
• Ability to build rapport and trust in a fast-paced, professional environment
• Strong process orientation with an eye towards efficiency
• A proactive, solution-oriented mindset focused on delivering value to clients
• Problem solving and decision making skills with attention to process and risk

Make an income while making an impact! If you are looking for an opportunity to make a visible contribution to our community bank and get excited about doing interesting work that matters, then we encourage you to apply. You are able to stop at any branch, fax resume to 815-248-0428 or apply online at

Home State Bank offers competitive pay and a generous benefit package that starts the first of the month following hire:

• Medical through BCBS – 2 PPO Plans and an HMO option if located within Illinois
• Dental PPO through BCBS
• Vision insurance through BCBS EyeMed
• $50,000 in Company Paid Life & ADD and long-term disability insurance
• 401K after 90 days with company match of 3% after a year
• Generous Time Off - 2 weeks paid vacation, 1-week Paid Leave for All Workers and 11 paid FDIC holidays, 1 floating holiday (personal) day
• Tuition reimbursement - courses and books up to $6,000 annually per policy
• Holiday Party at Boulder Ridge Country Club

Northwest Herald "2024 McHenry County Top Workplace Reader Choice Awards"

• TOP Workplace: Financial Institution/Service
• TOP Workplace: Large Employer (over 100 employees)
• TOP Professional Services
• TOP Family-owned Business
• TOP Business-to-Business Company
• One of the Top Workplaces: Giving Back to the Community

Daily Herald “2022 Best Places to Work in Illinois” 

• Ranked 10 th for Medium Business (100-499 employees)

We are proud to be a diverse workforce that is representative, at all job levels, of the customers we serve. Home State Bank is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Compensation details: 20.8-31.22 Hourly Wage

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