Customer Service Representative
INTRUST Bank, Wichita, KS, United States
Job Summary
The Customer Service Representative is responsible for responding to customer inquiries and servicing customers’ accounts in a friendly and professional manner. The role expands customer relationships through needs-based conversations, promotes a teamwork environment within the department and across the bank, and represents INTRUST Bank in all community activities. The candidate must maintain strict confidentiality standards and perform duties 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 works as a team to meet the 75% service quality standard.
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 procedures to prevent losses and identify potential fraud.
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 & Experience Requires a High School Diploma or equivalent. Prefer 1-2 years prior experience in a call center, customer service, and/or banking.
Required Skills & Knowledge
Excellent customer service, telephone, and interpersonal skills.
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.
Required Licenses & Certifications Nationwide Mortgage Lending System (NMLS) Registered or ability to meet qualifications for registration.
Benefits
Competitive pay.
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.
Medical, dental, and vision insurance.
Physical Demands Extended periods may be spent viewing a personal computer, sitting, standing, walking, talking on the telephone, and typing. The physical demands necessary for this role should be performed with or without a reasonable accommodation.
Working Conditions Normal office conditions.
Equal Opportunity Statement INTRUST Financial Corporation and its subsidiaries, including INTRUST Bank, are Equal Opportunity Employers whose policy is not to discriminate unlawfully against any qualified employee or applicant for employment on the basis of protected military or veteran status, disability, race, color, religion, sex, age, national origin, pregnancy, genetic information, sexual orientation, gender identity, or any other classification protected by applicable local, state or federal law; except where an individual’s protected category constitutes a bona fide occupational qualification.
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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 works as a team to meet the 75% service quality standard.
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 procedures to prevent losses and identify potential fraud.
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 & Experience Requires a High School Diploma or equivalent. Prefer 1-2 years prior experience in a call center, customer service, and/or banking.
Required Skills & Knowledge
Excellent customer service, telephone, and interpersonal skills.
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.
Required Licenses & Certifications Nationwide Mortgage Lending System (NMLS) Registered or ability to meet qualifications for registration.
Benefits
Competitive pay.
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.
Medical, dental, and vision insurance.
Physical Demands Extended periods may be spent viewing a personal computer, sitting, standing, walking, talking on the telephone, and typing. The physical demands necessary for this role should be performed with or without a reasonable accommodation.
Working Conditions Normal office conditions.
Equal Opportunity Statement INTRUST Financial Corporation and its subsidiaries, including INTRUST Bank, are Equal Opportunity Employers whose policy is not to discriminate unlawfully against any qualified employee or applicant for employment on the basis of protected military or veteran status, disability, race, color, religion, sex, age, national origin, pregnancy, genetic information, sexual orientation, gender identity, or any other classification protected by applicable local, state or federal law; except where an individual’s protected category constitutes a bona fide occupational qualification.
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