Support Associate, Customer Service​/HelpDesk

One Main Place Building, Wichita, KS 67202, USA

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.
  • 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.
• 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: Responsible for assimilating and recording participant requests and answering questions. Performs back up support for NestEggU Recordkeeping. Provides this support in a prompt, courteous, accurate and timely manner to ensure participant satisfaction and manage risk. 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.
• Respond to all telephone and electronic participant inquiries and execute accurately in a fast‑paced environment.
• Required to make independent decisions in resolving participant issues; may occasionally elevate problems and complaints and execute appropriate follow‑up.
• Provide clear and concise documentation of inquiries and subsequent resolutions.
• Assist in initiatives to support the Plan Administration Group of INTRUST Retirement.
• Additional responsibilities include, but are not limited to, assistance with Recordkeeping Administration and supporting Recordkeeping staff.

Education and Experience: Associates Degree or equivalent vocational training, retirement plan administration, or 1‑3 years banking and/or customer service experience. Call center experience is preferred.

Required Skills and Knowledge: Must be proficient in the use of Microsoft applications, i.e., Word, Excel, Outlook, etc. Must have excellent oral and written communication skills in addition to organizational and analytical skills. Must be detail oriented and have strong problem‑solving skills.

Required Licenses and/or

Certifications:

None.

Physical Demands: Extended period(s) of time may be spent viewing a personal computer, sitting, standing, and walking. Occasional lifting up to 25 lbs. The physical demands necessary for this role should be performed with or without a reasonable accommodation.

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…