Client Support Specialist

2 weeks ago

Wichita, Kansas, United States Intrust Financial Corporation Full time

Customer Service Representative

Job Category: Customer Service Requisition Number: CUSTO002036

Job Overview

At INTRUST Bank, we prioritize integrity and performance. Our hiring process focuses on character and dedication, as we believe that a commitment to our values fosters a positive workplace culture. This approach has been our guiding principle for over 140 years, and we continue to uphold this tradition.

Work Environment:

  • Welcoming and collaborative call center atmosphere
  • Opportunities for career advancement throughout the organization
  • Updated department facilities and break areas
  • Personalized workstation equipped with a sit-stand desk
  • On-site cafeteria offering daily meal specials
  • Focus on inbound customer service inquiries, with no sales calls required
  • No prior banking experience necessary; comprehensive training provided

Benefits (subject to employment status and eligibility):

  • Competitive hourly compensation
  • Generous vacation allowances
  • 11 paid federal holidays
  • Tuition assistance programs
  • Health, dental, and vision insurance options
  • 401(k) plan with employer matching and immediate vesting
  • Paid sick leave
  • Life insurance coverage
  • Long-term disability insurance
  • Employee assistance programs

Position Summary: The Customer Service Representative is tasked with addressing customer inquiries and managing account services in a courteous and professional manner. This role is essential in nurturing customer relationships through needs-based dialogues. The representative embodies the values of INTRUST Bank within the community and is dedicated to cultivating new business connections. Adherence to confidentiality standards is crucial, and responsibilities must align with INTRUST's core values.

Key Responsibilities:

  • Demonstrate exceptional telephone and interpersonal skills to ensure customer satisfaction.
  • Take ownership of individual contributions while collaborating with the team to achieve a 75% service quality standard.
  • Exhibit strong time management, attendance, and punctuality.
  • Respond to all incoming inquiries and resolve customer account issues with a single call.
  • Make independent decisions to address customer concerns, escalating issues to a supervisor when necessary.
  • Enhance customer relationships through needs-based discussions and appropriate product offerings.
  • Follow established procedures to mitigate losses and detect potential fraud.
  • Exercise sound judgment to safeguard customer information and uphold the integrity of bank documents.
  • Complete additional tasks as assigned.

Qualifications:

Education and Experience: High School Diploma or equivalent required; 1-2 years of experience in call center, customer service, or banking preferred.

Required Skills:

  • Outstanding customer service, telephone, and interpersonal abilities.
  • Strong written and verbal communication skills.
  • Excellent organizational capabilities.
  • Ability to manage time effectively and maintain punctuality.
  • Capacity to perform under time constraints in a dynamic environment.
  • Detail-oriented with the ability to multitask.
  • Proficient in navigating various Microsoft Office applications and web-based tools simultaneously.

Licenses and Certifications: Nationwide Mortgage Lending System (NMLS) registration or the ability to meet registration qualifications.

Physical Requirements: Must be able to sit for extended periods, with prolonged use of a personal computer and frequent telephone communication.

Work Environment: Standard office conditions.

This job description is not intended to serve as an employment contract, nor does it imply that these are the only tasks to be performed by the employee in this role. Employees may be required to follow additional duties as assigned by their supervisor.

INTRUST Financial Corporation and its subsidiaries, including INTRUST Bank, are Equal Opportunity Employers committed to non-discrimination against any qualified employee or applicant based on protected characteristics.

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