INTRUST Bank

Customer Support

• 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 our call center database
• Meet team qualitative and quantitative targets
• Process ACH payments, following the ACH process
• Utilize Black Knight platform to review borrower accounts for the following information: Payment history, Payoff statements, PMI status, Escrow Analysis
• Update contact information
• Make outgoing Welcome calls to new MLS customers: Answer any initial questions the customer has in regard to the servicing of the loan
• Verify mailing address, social security numbers, and phone numbers
• Assist customers with website registration and explain payment options
• Make other outbound calls as assigned
• Recommend improvements for processes to boost organizational efficiency
• All other duties as assigned by management

Customer Service Associate

Manager

• Be the primary lead for managing system integration and data sharing efforts across the organization including the design and implementation of system interfaces and data exchange mechanisms.
• Evaluation, selection, implementation, and where appropriate, custom development of middleware integration applications.
• Manage the use of existing application programing interfaces (APIs) with existing business partners and platforms and the development of new APIs where appropriate to achieve business needs.
• Execute the ongoing development and management of line of business and enterprise data warehouses / data lakes.
• Manage the data rationalization processes for data being shared or integrated across business platforms.
• Ensure the integrity and security of data as it is transmitted into and out of business systems and undergoes extraction, transformation, and loading (ETL) activities.
• Manage line of business and enterprise data analytics tools and platforms including development and production of scheduled and ad hoc reporting.
• Coordinate the development of new software / technologies ensuring alignment with business goals and appropriate software development lifecycle (SDLC) standards.
• Identification for uses of the application of artificial intelligence / machine learning capabilities.
• Partner with Information Technology to ensure alignment with technology infrastructures.
• Partner with business units and Risk Management to ensure compliance with all regulatory requirements.
• Partner with Information Security to ensure compliance with all security requirements.
• Ensure compliance with established information and cyber security policies, processes, and procedures.
• Assist with regulatory compliance projects and documentation as needed, including but not limited to vendor risk reviews, department risk assessments, disaster recovery and business continuity plans, and IT audit and exam preparation and follow-up activities.

Systems Integration and Development Manager

Counselor

• Contact borrowers in early stages of delinquency to remedy defaults
• Ensure adherence to regulatory requirements for collections process
• Work with internal/external staff and investor contacts to maximize potential for collection
• Create and mail loss mitigation letters and financial packages as requested by the borrower
• Maintain borrower’s default department files
• Retrieve and process collections voicemails
• Inform borrowers about available assistance options or potential consequences of foreclosure or bankruptcy

Loan Counselor

• The Customer Service Associate (CSA) is responsible for taking incoming calls on a multiple phone line system (queue) in addition to making outbound calls.
• The CSA will assist borrowers with inquiries about loan balances, escrow accounts, payment history and payment processing.
• CSA will also need to be aware of and explain consumer regulatory rights and coverage.
• 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 our call center database.
• Meet team qualitative and quantitative targets.
• Process ACH payments, following the ACH process.
• Utilize Black Knight platform to review borrower accounts for the following information: Payment history, Payoff statements, PMI status, Escrow Analysis.
• Update contact information.
• Make outgoing Welcome calls to new MLS customers: Answer any initial questions the customer has in regard to the servicing of the loan.
• Verify mailing address, social security numbers, and phone numbers.
• Assist customers with website registration and explain payment options.
• Make other outbound calls as assigned.

Customer Service Associate, Mortgage Servicing

• 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 our call center database.
• Meet team qualitative and quantitative targets.
• Process ACH payments, following the ACH process.
• Utilize Black Knight platform to review borrower accounts for the following information: Payment history, Payoff statements, PMI status, Escrow Analysis.
• Update contact information.
• Make outgoing Welcome calls to new MLS customers: Answer any initial questions the customer has in regard to the servicing of the loan. Verify mailing address, social security numbers, and phone numbers. Assist customers with website registration and explain payment options.
• Make other outbound calls as assigned.
• Recommend improvements for processes to boost organizational efficiency. All other duties as assigned by management.

Mortgage Customer Service Associate

Business Intelligence Analyst

• Responsible for assisting with reporting and reconciling all Government-Sponsored Enterprise (GSE) portfolios.
• Report loan level activity to GSE agencies daily.
• Assist in preparation of monthly reconciliations for GSE portfolios.
• Provide support for completing Freddie Mac, Fannie Mae, Ginnie Mae and FHLB reconciliations.
• Complete the transfer of new GSE loan sales by clients to proper portfolios.
• Provide back up support for other department functions as needed.

Investor Reporting Analyst

Business Development Rep

• Build profitable and lasting servicing relationships with potential partners and current clients.
• Identify and research opportunities in emerging and existing markets.
• Promote, expand, and increase client base and overall loan volume.
• Grow market share by being proactive in identifying and capitalizing on new opportunities.
• Prepare and deliver pitches and presentations to potential new clients.
• Develop and present solutions customized for each client’s specific needs.
• Own sales lifecycle from prospect to implementation.
• Provide exceptional client experience before and after the sales cycle.
• Lead negotiation and contract discussions with potential clients.
• Work collaboratively with President, to develop and implement business strategies and enhancements to our value proposition.

SVP, Business Development

Accountant

• Reconcile Clearing bank accounts (daily).
• Process daily functions (wires, general ledger entries, etc.).
• Process daily payoff remittances.
• Generate Investor sale report & transfer loans.
• Oversight of escheatment funds and dormant check status and letters.
• Reconcile daily custodial accounts.
• Assist in the reporting and reconciliation of FNMA, FHLMC, GNMA.
• Investor set up and removal.
• Serve as point of contact for University Bank (chargebacks, wires, ACH, etc.).
• Act as backup for the Corporate Accounting Associate as needed.
• Provide audit information to investors and auditors.
• All other duties as assigned by management.

Investor Accountant

• Responsible for taking incoming calls on a multiple phone line system (queue).
• Assist borrowers with inquiries about loan balances, escrow accounts, payment history and payment processing.
• Manage large amounts of inbound and outbound calls in a timely manner.
• Identify customers’ needs, clarify information, research issues, and provide solutions.
• Keep records of conversations in our call center database.
• Process ACH payments, following the ACH process.
• Make outgoing Welcome calls to new MLS customers: Answer any initial questions the customer has in regard to the servicing of the loan. Verify mailing address, social security numbers, and phone numbers.
• Recommend improvements for processes to boost organizational efficiency.

Account Manager

• Make changes to customer accounts within carrier guidelines
• Remarket current personal lines business when necessary
• Round current accounts with additional products to help retain book of business
• Solicit, refer, and evaluate new insurance clients
• Obtain and process information/documentation from carriers
• Service existing accounts including payments, changes, claims, and requotes
• Renewal reviews of all personal lines accounts based on agency procedures and follow up with underwriter and customer
• Log all activities in agency management system and maintain records, reports, and files
• Handle overflow of new business and assist Producer(s) when needed
• Attend required meetings/trainings and answer telephones as needed

Personal Lines Account Manager

• Serve as the primary administrator for the Customer Relationship Management (CRM) systems, including managing user access, customizing the platform for marketing, sales, customer communication and customer service workflows, and optimizing segmentation and personalization.
• Manage core banking functionalities tied to banking accounts within the Fiserv system, ensuring data accuracy and accessibility for marketing, communications, and servicing.
• Ensure robust integration and utilization of customer data within the CRM platform, drawing from the UIF Data Center and key data points.
• Develop and implement data-driven marketing and communication strategies to build and optimize every product's customer journey, from onboarding to long-term loyalty.
• Design and manage programs such as customer onboarding sequences, loyalty initiatives, and win-back campaigns based on data insights.
• Develop and execute personalized, multi-channel communication campaigns (including email) for existing customers, leveraging UIF Datacenter and CRM.
• Establish and manage systems for collecting and analyzing customer feedback to identify and address pain points in the customer experience.
• Conduct in-depth analysis of customer behavior, preferences, and trends using data from UIF Data Center (Fiserv, CRM, MLS, etc.), focusing on banking account activity.
• Generate actionable insights from data analysis to inform strategic decisions for improving customer experience and retention.
• Directly manage the Marketing Design Executive, overseeing workload, providing project assignments, and conducting performance management.
• Collaborate with the Marketing Manager—Customer Acquisition & Growth on managing the bank's WordPress website, focusing on customer experience aspects under the direction of the VP.
• Collaborate with the Marketing VP on strategic marketing campaign planning and lead the execution and monitoring of customer experience and retention campaigns, integrating data for tracking and optimization.
• Ensure all customer marketing initiatives, communications, and programs comply with relevant financial advertising laws, consumer protection regulations, and data privacy requirements, collaborating closely with the Compliance Department.
• Manage the budget allocated for customer experience and retention activities, optimizing spending based on data analysis.
• Foster strong collaboration with Sales, Customer Service, IT, Operations, and Compliance to ensure unified customer-centric efforts.
• Other Job Functions All other duties as assigned by management.

Customer Service Associate

Systems Integration and Development Manager

Loan Counselor

Customer Service Associate, Mortgage Servicing

Mortgage Customer Service Associate

Investor Reporting Analyst

SVP, Business Development

Investor Accountant

Customer Service Associate

Personal Lines Account Manager

Marketing Manager - Customer Experience & Retention