Loans Customer Support Specialist

DCI; Hutchinson (KS); On-site; USD 42,000 - 55,000; Full time

Job summary

DCI in Hutchinson, KS is seeking a Customer Support Specialist to help clients using our software. You will handle inquiries by phone, chat, and email, guiding users through deposits, loans, online banking, and related features while ensuring accurate records.

The role requires strong communication, problem-solving, and the ability to learn new tools. You will collaborate with product teams and contribute to user documentation to service community banks across the U.S.

Qualifications

• Experience in a bank, financial institution, or related field required.
• Excellent verbal and listening skills for in-person and phone interactions.
• Friendly, professional attitude when assisting customers.
• Exceptional written communication for internal and external correspondence.
• Strong analytical, problem-solving, and resolution abilities.
• Effective time management and organizational skills.
• Proficiency with Microsoft 365 tools.
• Ability to quickly learn new tools and processes.
• Comfort with basic math and numbers.
• Willingness to work shifts between 7 AM and 7 PM CST, including on-call rotations.

Responsibilities

• Receive, log, and respond to inquiries about DCI products via phone, chat, and email.
• Educate customers to improve understanding of DCI applications and services.
• Research and resolve questions and concerns efficiently.
• Escalate complex issues to senior-level support or development teams when needed.
• Maintain and update customer control records with accuracy and compliance.
• Contribute to user documentation and its creation.
• Support on-site implementation teams and Customer Relationship Managers.
• Assist with setup and plugin configuration for new services.
• Serve as backup support for first-level calls across applications.
• Participate in the customer support call center as needed.

Skills

Verbal communication

Written communication

Analytical thinking

Problem solving

Customer service

Time management

Organizational skills

Microsoft 365

Numbers / basic math

Adaptability

Education

Bachelor’s or Associate degree or equivalent

Tools

Microsoft 365 tools

Job description

Description

Are you a problem-solving expert who loves helping others? Do you thrive on making technical concepts clear and providing stellar support? If so, we’d love to have you join our team as a Customer Support Specialist!

In this role, you’ll be an essential part of our Customer Support team, providing accurate and timely assistance to clients using DCI’s software applications. By helping clients manage deposits, loans, online banking, and more, you’ll empower community banks to offer exceptional services to their customers.

What You’ll Do

Key responsibilities include:

• Receive, log, and respond to telephone, online chats, and email inquiries about DCI products.
• Educate customers to improve their understanding of DCI applications and services.
• Research and resolve customer questions and concerns efficiently.
• Escalate complex application issues to senior-level support or development teams when needed.
• Maintain and update customer control records, ensuring accuracy and compliance.
• Provide input for user documentation and contribute to its creation.
• Support on-site implementation teams, Customer Relationship Managers, and the Education Department.
• Assist with setup and plugin configuration for new services.
• Serve as backup support for first-level calls across applications.
• Participate in the customer support call center as needed.

Required Qualifications

What We’re Looking For

• Work experience in a bank, financial institution, or related field.
• Excellent verbal and listening skills for both in-person and phone interactions.
• A friendly, professional attitude when assisting customers.
• Exceptional written communication skills for internal and external correspondence.
• Strong analytical, problem-solving, and resolution abilities.
• Effective time management and organizational skills.
• Proficiency with Microsoft 365 tools.
• Adaptability to quickly learn new tools and processes.
• Comfort with working with numbers and performing basic mathematical calculations.
• Flexibility to work shifts between 7 AM and 7 PM CST to accommodate clients across the U.S., including participation in on-call rotations.

Preferred Qualifications

What Will Help You Stand Out

• Bachelor’s or Associate degree, or equivalent professional experience.
• Technical skills for supporting DCI products and services, including vendor product installation and setup.
• Strong interpersonal skills with the ability to excel in team environments.

A Day in the Life

Imagine starting your day by assisting a client with troubleshooting a technical issue, followed by preparing customer control records to ensure smooth banking operations. You’ll collaborate with teams across the organization and end the day knowing your efforts helped community banks provide top-notch services.

Why Join DCI?

At DCI, you’re not just filling a role—you’re joining a community. Headquartered in Hutchinson, KS, with over 60 years of experience and a presence across 29 states, we are committed to empowering community banks with cutting-edge technology and exceptional service.

You’ll love working here for a variety of reasons. From comprehensive benefits to abundant growth opportunities, DCI is dedicated to the well-being and professional development of its employees. We offer a supportive and collaborative work environment where every team member is valued and has the opportunity to contribute to the company’s success. Join us and be a part of an organization that truly values its people and is passionate about making a difference in the financial services industry.

Our Core Values

• The Customer Comes First - Always: Deliver the best possible experience for clients.
• Attitude Over Aptitude: Bring the right mindset, and we’ll provide the tools to succeed.
• Open and Frequent Communication: Keep clients and team members informed at all times.
• Trust and Accountability: Take ownership of your work and strive for excellence.
• Honesty and Integrity in Everything We Do: Align every decision and action with ethical values.