** Customer Service Representative**

**Job Category****:** Customer Service **Requisition Number****:** CUSTO002036 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.

**Supportive and comfortable call center work environment:**

* Friendly, team environment

* Career growth opportunities across the organization

* Remodeled department and break room

* Dedicated workstation with stand-to-sit desk

* Convenient on-site caf with daily lunch specials

* No sales calls; only handle inbound customer service inquiries and make outbound calls to provide service to existing customers

* No banking experience required; paid on-the-job training provided

**Some benefits available subject to employment status and eligibility**

* Competitive hourly wage

* Generous vacation time

* 11 paid federal holidays

* Tuition reimbursement

* Health, dental and vision plans

* 401(k) employer match with immediate vesting

* Paid sick leave

* Life insurance

* Long-term disability

* Employee assistance program

**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 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 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:** Must be able to sit for extended periods of time. Long periods of time spent viewing personal computer. Long periods of time talking on the telephone and typing.

**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. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)