Digital Customer Service Representative

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. By embracing these principles, we’ve created a supportive team culture where employees are valued and encouraged to grow. These character qualities are our tradition, and we bring them to life each day.

Our employees are at the heart of our company and are a large part of why customers continue to trust INTRUST. So, we place importance on your success. At INTRUST, you are supported in your career, you can lead no matter what your title, and you can see a path for future growth.

INTRUST is also unique because we’re a privately-owned, family-led bank. This enables us to grow at our own pace and maintain the values we cherish.

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. 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 – two weeks upon hire with monthly accruals.
• 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
  • Interest-bearing employee checking and savings accounts
  • Discounted rates on auto loans, home equity loans, and unsecured loans
• Medical, dental, and vision insurance
  • Health Savings Account (HSA) with employer contribution if enrolled in the high deductible health plan.
  • Flexible Spending Account (FSA), participation in an INTRUST insurance plan is not required.

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.

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:  Extended period(s) of time may be spent viewing a personal computer, sitting, standing, and walking. Occasional lifting up to 25 lbs. The physical demands necessary for this role should be performed with or without a reasonable accommodation.

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 individual’s protected category constitutes a bona fide occupational qualification.