Customer Service Representative
Job Summary
The Customer Service Representative is responsible for responding to customer inquiries, servicing customers' accounts in a friendly and professional manner, expanding customer relationships through needs-based conversations, promoting teamwork within the department, representing INTRUST Bank in the community, and developing new business relationships.
Essential Functions
- Excellent telephone and interpersonal skills to ensure 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.
Physical Demands
Extended period(s) of time may be spent viewing a personal computer, sitting, standing, walking, time talking on the telephone, and typing. The physical demands necessary for this role should be performed with or without a reasonable accommodation.
Working Conditions
Normal office conditions.