Digital Customer Service Representative

INTRUST Bank Careers•Wichita, KS

About The Position

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. 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: 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. 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. Excellent telephone and interpersonal skills to ensure a high level of customer satisfaction. Responsible for own contributions and work as a team to meet 75% service level. High level of time management, attendance, and punctuality. Respond to all incoming inquiries and service customers’ accounts with one call resolution. Required to 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. Consistent use of good judgment to protect customers and INTRUST Bank; protect the integrity of bank documents and customer confidentiality. Complete any other responsibilities as assigned. Education and Experience: Requires a High School Diploma or equivalent; Prefer 1-2 years previous experience in customer service and/or banking with a minimum of 6 months call center experience.

Requirements

Requires a 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

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

Responsibilities

Answering inbound calls, emails, and chats from customers
Completing tasks related to digital products including online and mobile banking
Responding to and resolving customer inquiries in a friendly and timely manner with one-call resolution
Expanding customer relationships through needs-based consulting
Promoting an environment of teamwork within the department and across the bank
Representing INTRUST Bank in all they do in the community and is focused on the development of new business relationships
Maintaining strict standards of confidentiality
Performing duties in a manner supporting INTRUST’s character qualities
Excellent telephone and interpersonal skills to ensure a high level of customer satisfaction
Responsible for own contributions and work as a team to meet 75% service level
Responding to all incoming inquiries and service customers’ accounts with one call resolution
Making independent decisions in resolving customer issues, occasionally escalating problems and complaints to a supervisor or team lead
Expanding customer relationships through needs-based conversations and offering appropriate products and services
Following established procedures to prevent losses and identify potential fraud
Recommending design changes for all digital products based on employee and customer feedback
Consistent use of good judgment to protect customers and INTRUST Bank; protect the integrity of bank documents and customer confidentiality
Completing 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