Customer Service Representative

Customer Service Representative

At INTRUST Bank, People Come First. Guided by strong character qualities—such as respect, compassion, humility, positivity, and initiative—we work to support one another, serve our customers, and strengthen our communities. Here, your career matters. You'll find an environment where you're encouraged to grow, empowered to lead at any level, and supported as you build a meaningful career with a trusted organization.

Job Summary: The Customer Service Representative is responsible for responding to customer inquiries, and servicing customers' accounts in a friendly and professional manner. Expands customer relationships through needs-based conversations. 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 works as a team to meet the 75% service quality standard.
• High level of time management, attendance, and punctuality.
• Responds 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.
• Follows 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 and Experience: Requires a High School Diploma or equivalent; Prefer 1-2 years previous experience in call center, customer service and/or banking.

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

Physical Demands: Extended period(s) of time may be spent viewing a personal computer, sitting, standing, walking, time 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.

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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.