Digital Customer Service Representative

INTRUST Bank•Wichita, KS

About The Position

The Digital Customer Service Representative answers customers’ inbound calls, emails, and chats and completes tasks related to digital products, including online and mobile banking. The representative responds to and resolves inquiries in a friendly, timely manner, aiming for one-call resolution, and expands customer relationships through needs-based consulting. The role supports teamwork within the department and across the bank, represents INTRUST Bank in the community, and focuses on developing new business relationships. The representative must maintain strict confidentiality and perform duties consistent with the bank’s character qualities. The position requires excellent customer service, telephone, and interpersonal skills; strong oral and written communication and organizational skills; and the ability to manage time, attendance, and punctuality. The representative must work effectively under frequent time pressures and interruptions, pay attention to detail, multitask, and navigate multiple Microsoft Office products and web-based applications at once. A high school diploma or equivalent is required. Prior customer service and/or banking experience is preferred, including at least six months of call center experience. NMLS registration is required, or the ability to meet qualifications for registration. Work takes place in normal office conditions. Physical demands include extended periods viewing a computer, sitting, standing, and walking, and occasional lifting of up to 25 pounds. These demands may be performed with or without reasonable accommodation.

Requirements

High school diploma or equivalent.
Excellent customer service, telephone, and interpersonal skills.
Knowledge of online and mobile banking products and services.
Strong oral and written communication and organizational skills.
Strong time management, attendance, and punctuality.
Ability to perform duties under frequent time pressures and in highly interruptive conditions.
Detail orientation and ability to multitask.
Ability to navigate multiple Microsoft Office products and web-based applications simultaneously.
NMLS registered or able to meet qualifications for registration.
Ability to meet the physical demands of the role, with or without reasonable accommodation.

Nice To Haves

One to two years of previous customer service and/or banking experience.
At least six months of call center experience.

Responsibilities

Answer inbound customer calls, emails, and chats and complete tasks related to online and mobile banking products.
Respond to inquiries and service customer accounts with the goal of resolving issues in one call.
Work individually and as part of a team to meet a 75% service level.
Make independent decisions to resolve customer issues and occasionally escalate problems or complaints to a supervisor or team lead.
Expand customer relationships through needs-based conversations and offers of appropriate products and services.
Follow established procedures to prevent losses and identify potential fraud.
Recommend design changes to digital products based on employee and customer feedback.
Use good judgment to protect customers and the bank, and safeguard bank documents and customer confidentiality.
Represent INTRUST Bank in the community and focus on developing new business relationships.
Complete other responsibilities as assigned.