Digital Customer Service Representative

About the Role

The Digital Customer Service Representative is responsible for answering inbound calls, emails, and chats from customers. This role involves completing tasks related to digital products, including online and mobile banking. The representative will respond to and resolve customer inquiries in a friendly and timely manner with a focus on one-call resolution. Key aspects include expanding customer relationships through needs-based consulting, promoting teamwork, and representing INTRUST Bank with a focus on developing new business relationships. Maintaining strict confidentiality and upholding INTRUST’s character qualities are essential.

Key Responsibilities

• Respond to all incoming inquiries and service customer accounts with one-call resolution.
• 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.
• Use good judgment to protect customers and INTRUST Bank; protect the integrity of bank documents and customer confidentiality.
• Be responsible for own contributions and work as a team to meet 75% service level.
• Complete any other responsibilities as assigned.

Requirements & Tech Stack

• Online and mobile banking product and services knowledge.
• Proficiency with multiple Microsoft Office products and web-based applications.
• Ability to perform duties under frequent time pressures in highly interruptive conditions.
• Detail oriented with the ability to multitask.
• High level of time management, attendance, and punctuality.

Qualifications

• High School Diploma or equivalent.
• Minimum of 6 months call center experience.
• Prefer 1-2 years previous experience in customer service and/or banking.
• Excellent customer service, telephone, and interpersonal skills.
• Strong oral, written communication, and organizational skills.
• Nationwide Mortgage Lending System (NMLS) Registered or ability to meet qualifications for registration.

Physical Demands: Extended time viewing a computer, sitting, standing, walking. Occasional lifting up to 25 lbs.

Working Conditions: Normal office conditions.