Digital Customer Service Representative

Job Category : Customer Service Requisition Number : DIGIT002113 Showing 1 location Job Details

Description

At INTRUST Bank, principles and performance go hand in hand. We hire for character and commitment because we believe a focus on values contributes to a healthy and positive culture where employees are celebrated for their individual potential, unique talents are further developed, and positive relationships are fostered.

This philosophy has guided us for more than 140 years, and the tradition continues today.

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 he or she does 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 INTRUSTs character qualities.

Essential Functions :

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.

Required Skills and Knowledge : 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.

Required Licenses and / or Certifications : Nationwide Mortgage Lending System (NMLS) Registered or ability to meet qualifications for registration.

Physical Demands : Long periods of time will be spent viewing personal computer, sitting, standing, and walking. Occasional lifting up to 25 lbs.

Working Conditions : Normal office conditions.

This job description summary is not intended to be an employment contract, nor is it intended to state or imply these are the only activities to be performed by the employee occupying this position.

Employees will be required to follow any other duties as assigned or requested by their supervisor.

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 individuals protected category constitutes a bona fide occupational qualification.

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Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

Last updated : 2024-08-28