The Role

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 supporting the Loans application!

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. You’ll help community banks successfully manage lending operations by resolving issues, answering questions, and ensuring a seamless user experience.

This role may be based in-office with a hybrid schedule or fully remote depending on location. Standard hours are 8 AM – 5 PM (CST), with occasional on-call support from 5 PM – 7 PM.

What You'll Do

Key responsibilities include:

Customer Support & Issue Resolution:
• Receive, log, and respond to customer inquiries via phone, chat, and email regarding lending products.
• Research and resolve customer questions, issues, and discrepancies efficiently.
• Educate customers to improve their understanding of DCI applications and services.
• Escalate complex issues to senior support or development teams when necessary.
• Participate in the customer support call center as needed.

Loan Operations Support (Primary Focus):
• Perform post-closing loan support tasks, including:

• Calculating accrued interest
• Managing escrow payment changes
• Processing variable payment changes
• Performing loan general ledger (GL) balancing
• Supporting participation loans
       • Ensure accuracy and compliance in all loan-related activities.

Documentation & Collaboration:
• Maintain and update customer control records with a high level of accuracy.
• Provide input for user documentation and assist in 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.

What We're Looking For

To be considered for this role, you'll need the following required qualifications:

• Experience working in a bank, financial institution, core processor, or related environment.
• Direct experience with loan accounts, lending systems, or servicing processes.
• Strong comfort working with numbers, including mathematical calculations and financial data analysis.
• Excellent verbal communication and listening skills.
• Professional, friendly demeanor when assisting customers.
• Strong written communication skills for internal and external correspondence.
• Proven analytical, problem-solving, and issue-resolution abilities.
• Effective time management and organizational skills.
• Proficiency with Microsoft 365 tools.
• Ability to quickly learn new systems and processes.
• Dependable with the ability to manage multiple priorities and meet deadlines.

What Will Help You Stand Out:

• Experience with iCore 360 or prior experience working at a DCI bank in lending or loan operations.
• Associate or Bachelor’s degree, or equivalent professional experience.
• Technical aptitude for supporting software products, including installation and configuration.
• Strong interpersonal skills and ability to thrive in a team-oriented environment.

A Day in the Life

You might start your day responding to client inquiries about loan processing or troubleshooting an issue within the lending application. Midday, you could be calculating accrued interest or adjusting escrow payments to ensure accurate loan servicing. Throughout the afternoon, you’ll collaborate with internal teams, update documentation, and assist with system configurations. By the end of the day, you’ll know your work directly supported community banks in delivering reliable financial services to their customers.

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 27 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: You’ll be focused on delivering the best possible experience for our clients, ensuring their needs are always met.
• Attitude Over Aptitude: We prioritize a proactive mindset over specific technical skills—you bring the right attitude, and we’ll provide the tools for you to succeed.
• Open and Frequent Communication: Transparency and collaboration define our success, so you’ll be expected to keep clients and team members informed at all times.
• Trust and Accountability: At DCI, trust is earned through accountability. You’ll own your work and always strive for the highest standards.
• Honesty and Integrity in Everything We Do: We expect every decision and action to align with our values, ensuring ethical and honest business practices.

Ready to Apply?

If you’re ready to make an impact and grow your career with DCI, we’d love to hear from you. Apply today!