Training & Quality Assurance Coordinator - CSC

At INTRUST Bank, 10 character qualities are at the foundation of all we do. They include respect, positivity, compassion, humility, and initiative. They guide our interactions with customers and each other, are why we give back to communities, and inform how we shape our goals as a company. These character qualities are our tradition, and we bring them to life each day.

Your career is important to you, which makes it important to us. At INTRUST you’ll find a welcoming, encouraging atmosphere where your talents can thrive. You will be supported in your career, you can lead no matter what your title, and you can see a path for future growth. If you’d like to find a place of work where you’re appreciated, can find balance, and have a sense of belonging, then we encourage you to apply for this role.

A modern benefits approach:  To support our employees and their families, INTRUST offers a comprehensive, market-competitive benefits package that prioritizes your total well-being.

• Competitive pay
• Generous time off
  • Employees receive three weeks of paid vacation plus 11 paid holidays each year.
  • Paid time off to volunteer in the community.
  • Paid employee and family sick leave – two weeks upon hire with monthly accruals.
  • Paid parental leave.
• 401(k) plan with 6% employer match and 100% immediately vested.
  • 3% non-elective company contribution; non-elective contribution vested after 3 years of service.
• Career growth and development resources
• Tuition reimbursement for full-time and part-time employees enrolled in any degree program.
• Banking benefits
• Medical, dental, and vision insurance

Benefits eligibility is dependent upon hire date and employment status. Ask for our benefits guide for full details.

Job Summary: Supports management by helping to drive high quality professionalism as part of the Customer Service Center (CSC) leadership team. Conducts new hire training for CSC and proactively partners with the Consumer Banking Training team for other needs as applicable. Updates processes and procedures for CSC and Consumer Banking. Perform quality management evaluations on customer calls. Promotes an environment of teamwork within the department and across the bank. Represents INTRUST Bank in all they do 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 INTRUST’s Character Qualities.

Essential Functions: All expectations described in the job description’s essential functions are necessary to be successful in this role, performed with or without a reasonable accommodation.

• Responsible for developing, implementing, and conducting training for new hires and on-going learning for supported applications, procedures, and policies, dedicated to Customer Service Center.

• Partners with CSC employees and leadership to identify training needs and delivery methods and makes recommendations.

• Identify and update Customer Service Center procedure gaps and needed changes with CSC leadership and Consumer Banking Operations.

• Assist with communication regarding training, processes, and procedures.

• Assist in conducting and developing training content and education materials.

• Must remain up to date on new training methods and techniques.

• Perform quality management evaluations on customer inbound and outbound calls.  

• Identify training gaps and opportunities for call efficiency and improvement through quality management evaluations. Provide intentional feedback to CSC supervisors and employees on call performance.

• Review customer surveys to ensure the Net Promoter Score and Customer Satisfaction score are being met. 

• Answer calls, as needed, in addition to helping employees through various communication channels.

• Contributes to bank-wide projects and cross department teams, acting as liaison for CSC as assigned by management. Assists with change management to help drive adoption of new processes and tools.

• Participates in testing on system updates and enhancements for supported applications.

• Consistent use of good judgment to protect customers and INTRUST Bank; protect the integrity of bank documents and customer confidentiality.

Education and Experience: Requires a High School Diploma; Bachelor’s degree preferred. Minimum three or more years call center, training or banking preferred.

Required Skills and Knowledge: Must have excellent customer service, oral and written communication skills. High level of presentation skills across various mediums of communication. Requires a high level of professionalism and discret