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CALL CENTER SPECIALIST - Customer Service
INTRUST Bank, NA
INTRUST Bank, NA
 

Job Location: Wichita, KS
Job Type: Full-Time
Department: Customer Service
Job Details
Description

At INTRUST Bank, relationships are at the core of all we do. Which is why we focus on fostering positive relationships not just with our customers, but also with each other. INTRUST Bank recognizes and celebrates employees for their individual character, value and potential, with a focus on developing the unique talents each team member brings to the table. Its something weve learned firsthand over the decades; focus on people, and the rest will fall into place to create an environment built on respect, understanding and most of all trust.

Job Summary: The Call Center Specialist is responsible for providing high level resolution for customer inquiries and tasks related to consumer, internet and card products through various communication methods. Supports management by responding to escalated customer complaints and employee issues as well as handles inquiries from call center bankers via a Helpline. Identifies and pursues sales opportunities by enhancing the customer relationship with INTRUST in a needs-based manner. INTRUST Banker training will be provided for this position. Successful completion is required. Promotes and fosters teamwork across all areas of INTRUST and is focused on delivering a high level of customer service to all. Must maintain strict standards of confidentiality, and perform duties in a manner supporting INTRUSTs Character Qualities.

Essential Functions:
  • Respond to all incoming inquiries providing one call resolution.
  • Required to make independent decisions in resolving customer issues and responds to escalated customer complaints.
  • Supports call center manager with call monitoring and observations to ensure accuracy and customer service is provided.
  • Provide clear and concise documentation of issues.
  • Assist call center manager with the development of goals and action plans consistent with Bank objectives.
  • Enhance customer relationships by proactively uncovering needs and offering appropriate products and services.
  • Follow established procedures to prevent losses and contribute positively to profitability.
  • Works on special projects as assigned by call center manager.

Accountabilities:
  • Schedule Adherence
  • Idle Time
  • Customer Service
  • Sales per day
  • Fraud Prevention

Education and Experience: Requires a High School Diploma; continuing education preferred.

Requires previous banking and/or customer service experience with multiple contact channels with previous sales experience preferred.

Required Skills and Knowledge: High level of attention to detail in addition to demonstrated customer service and sales skills. Strong oral, written communication and organizational skills. Ability to perform duties under frequent time pressures in highly interruptive conditions. Computer experience and familiarity with Microsoft Office and Internet products.

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 environment.

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.



How To Apply:




INTRUST Bank, NA

We are an Equal Opportunity Employer.
Please view Equal Employment Opportunity Posters provided by OFCCP here.
 
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