Digital Customer Service Representative

INTRUST Bank•Wichita, KS

48d

About The Position

The Digital Customer Service Representative is responsible for answering inbound calls, emails, and chats from customers in addition to completing tasks related to digital products including online and mobile banking. Responds to and resolves customer inquiries in a friendly and timely manner with one-call resolution. Expands customer relationships through needs-based consulting. Promotes an environment of teamwork within the department and across the bank. 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.

Requirements

High School Diploma or equivalent
Excellent customer service, telephone, and interpersonal skills.
Knowledge of online and mobile banking product and services.
Strong oral, written communication, and organizational skills.
High level of time management, attendance, and punctuality.
Ability to perform duties under frequent time pressures in highly interruptive conditions.
Detail oriented and ability to multi-task.
Must be able to navigate multiple Microsoft Office products and web-based applications simultaneously.
Nationwide Mortgage Lending System (NMLS) Registered or ability to meet qualifications for registration.

Nice To Haves

1-2 years previous experience in customer service and/or banking with a minimum of 6 months call center experience.

Responsibilities

Answer inbound calls, emails, and chats from customers.
Complete tasks related to digital products including online and mobile banking.
Respond to and resolve customer inquiries in a friendly and timely manner with one-call resolution.
Expand customer relationships through needs-based consulting.
Promote an environment of teamwork within the department and across the bank.
Represent INTRUST Bank in all they do in the community and is focused on the development of new business relationships.
Maintain strict standards of confidentiality and perform duties in a manner supporting INTRUST’s character qualities.
Ensure a high level of customer satisfaction.
Work as a team to meet 75% service level.
Respond to all incoming inquiries and service customers’ accounts with one call resolution.
Make independent decisions in resolving customer issues, occasionally escalating problems and complaints to a supervisor or team lead.
Expand customer relationships through needs-based conversations and offering appropriate products and services.
Follow established procedures to prevent losses and identify potential fraud.
Recommend design changes for all digital products based on employee and customer feedback.
Protect customers and INTRUST Bank; protect the integrity of bank documents and customer confidentiality.
Complete any other responsibilities as assigned.

Benefits

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.
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