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Equity Bank Limited · 9 hours ago

Digital Bank Customer Care Representative

Wichita, KS

Full-time

Onsite

Entry Level

$18/hr - $18/hr

2+ years exp

Equity Bank is a full-service community bank based in Wichita, Kansas, and they are seeking a Digital Bank Customer Care Representative to enhance client relationships and provide exceptional service. The role involves delivering customer support, processing financial transactions, and promoting bank products while ensuring compliance with applicable regulations.

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Responsibilities

Deliver Superior Customer Service and Customer Experience to both Brilliant and Equity Customers

Demonstrate excellent customer service skills with both external and internal clients

Promptly accept calls and video sessions and create a welcoming, engaging, professional environment for each customer encounter

Respond to routine customer inquiries and requests received via email, secure messages and chat. Transition service opportunities into referral or sales interactions

Be able to effectively communicate and be understood by customers and partner departments

Work jointly with other departments to provide an enhanced customer experience

Will train and mentor new representatives

The primary point of contact for Brilliant Bank Customers

Be the subject matter expert for the Brilliant Bank employee portal and Brilliant Bank site

Help develop best practices and guides for other employees to use when interacting with Brilliant Customers

Help train other employees on best practices regarding Brilliant

Will be expected to supplement handling the Brilliant Bank call queue with outbound calls to both Equity and Brilliant customers

Welcome calls and other sales and cross selling functions

Accurately Perform Financial Transactions & Functions

Accurately process financial transactions including but not limited to transfers, refunds within approved limits, and other internal bank transactions

Minimize risk related to negotiable instruments, documents of identification, transaction authority, and funds availability

Evaluate documents presented by the customer for authenticity

Demonstrate operational soundness to minimize risk exposure or loss and maintain quality production

Adhere to bank and/or retail operating procedures and protocols, including but not limited to transaction limits for both cash out and checks

Be able to apply critical thinking to find effective solutions and resolve customer concerns

Refer or Sell Bank Products and Services

Proactively match bank deposit and loan products, as well as all services, to customer needs. Sell, open, or refer new accounts, credit applications and new services

Expand existing customer relationships

Market bank products and services

Proactively make referrals to other business lines that result in additional revenue to the bank

Demonstrate Compliance with Applicable Laws and Regulations

Understand and follow applicable laws and regulations for your job responsibilities, including but not limited to Equity Bank Business Ethics and Conduct policy, Bank Secrecy Act, Anti-Money Laundering, Information Security, Suspicious Activity Reporting requirements, policies and procedures

Follow deposit account opening procedures and internal suspicious activity referral requirements and processes, as appropriate or applicable for this position

Actively work with customers to understand each customer’s normal account activity, as appropriate for this position

Complete periodic compliance training

Perform other duties as assigned or required

Qualification

Customer Service ExperienceCommunication SkillsComputer ProficiencyAnalytical SkillsTeam CollaborationAttention to DetailConfidentiality

Required

High School Diploma or equivalent

Excellent interpersonal, verbal, and written communication skills. Must be comfortable with video communication

Ability to analyze, investigate and achieve results

Computer proficiency in Windows-based systems

Ability to maintain a high degree of confidentiality

Strong attention to detail and organizational skills

Capable of working with a team to determine solutions

Preferred

2+ years Customer Service experience preferred

Benefits

Health, Dental & Vision Insurance

Group Life & Long-Term Disability Insurance

Flexible Spending & Health Savings Accounts

Group Cancer Insurance

401(K) Retirement Plan w/ Company Match

Generous Vacation & Sick Time

Employee Stock Purchase Plan (ESPP)

Pet Insurance

Retail Banking Benefits

Company

Equity Bank Limited

Glassdoor3.7

Equity Group Holdings Plc is a Pan-African financial services holding company listed at the Nairobi Securities Exchange, Uganda Securities Exchange, and Rwanda Stock Exchange.

Founded in 1984

Nairobi, Nairobi Area, KEN

501-1000 employees