Customer Experience Representative I

Capitol Federal® Savings Bank•Topeka, KS

5d•Onsite

About The Position

The Customer Experience Representative is responsible for receiving incoming calls and determining the products, services or resources that the caller may require (or could benefit from). You will also provide direct support services to customers or connect them with a staff member in the appropriate department who can provide the specific assistance needed by the customer. This role plays an important part in delivering exceptional service, supporting operational excellence, and contributing to the success of our customers and communities. The ideal candidate demonstrates strong communication skills, attention to detail, and a commitment to delivering outstanding service.

Requirements

High school diploma or equivalent required.
A minimum of 1 – 3 years of similar or related experience, including preparatory experience
Customer Focus
Communication Skills
Integrity and Professionalism
Problem Solving
Attention to Detail
Team Collaboration
Unconditional Ethics

Responsibilities

Answer incoming customer contacts, verify the identity and determine the need(s) of the caller and minimize the customer’s time and effort in resolving their need(s).
Perform teller functions (i.e. transfer of funds, loan payments, stop payments, close and reorder debit cards and transaction disputes, etc) all while assuring the customer’s needs are met with a polite, professional and friendly manner.
Assist other departments and branches with customer support.
Identify, explain and cross sell the value of products/services that may be beneficial to the customer.
Effectively analyze contact’s needs to provide efficient and accurate service using various computer systems to aggregate information necessary.
Perform other duties as assigned.
Participate in proactive team efforts to achieve departmental and company goals.
Must comply with current applicable laws, regulations and bank policies and procedures.
Comply with all safety policies, practices and procedures.
Report all unsafe activities to supervisor and/or Human Resources.