Customer Service Associate

INTRUST Bank

. Manage large amounts of inbound and outbound calls in a timely manner .

Posted 10/13/2026full-timeUnited StatesJuniorMid-Level💰 $19 - $23 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills with a focus on mortgage loan servicing, effective communication, and organizational efficiency. Proficient in managing sensitive information and utilizing call center databases to enhance customer interactions.

Highest-signal resume keywords

Customer Service ExperienceMortgage Loan ServicingProfessional CommunicationOrganizational SkillsAttention to Detail

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ACH Payment ProcessingCall Center Database ManagementEmail ProficiencyMS Word ProficiencyMultitasking

Soft Skills

Analytical SkillsTime ManagementDependability

Tools & Technologies

Black Knight Platform

Certifications & Qualifications

High School Diploma

Industry Keywords

Loan ServicingCustomer Needs AssessmentConfidential Information HandlingProcess Improvement

About the role

Key responsibilities & impact

Manage large amounts of inbound and outbound calls in a timely manner
Identify customers’ needs, clarify information, research issues, and provide solutions
Maintain ownership of calls throughout the lifecycle of a customer’s request, including follow-ups
Keep records of conversations in the call center database
Meet team qualitative and quantitative targets
Process ACH payments following the ACH process
Utilize the Black Knight platform to review borrower accounts for payment history, payoff statements, PMI status, and escrow analysis
Update contact information
Make outgoing welcome calls to new MLS customers
Answer initial customer questions regarding loan servicing
Verify mailing addresses, Social Security numbers, and phone numbers
Assist customers with website registration and explain payment options
Make other outbound calls as assigned
Recommend process improvements to boost organizational efficiency
Perform other duties as assigned by management

Requirements

What you’ll need

High school diploma (or equivalent) required
Minimum of 1-year previous customer service experience required
Previous experience in mortgage loan servicing desired
Provide professional communication in both oral & written expression
Excellent organizational & analytical skills
Excellent attention to detail
Ability to handle highly sensitive confidential information
Ability to multitask, set priorities and manage time effectively
Experience with email, MS Word, MSP
High degree of dependability
Able to lift up to 20 pounds
Extended periods of sitting at a computer desk
Ability to complete repetitive computer tasks, including operation of computer mouse/keyboard