Banking Customer Experience Specialist

Capitol Federal Financial, Inc.; Lawrence, Northern (KS, KY); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Capitol Federal Savings Bank in Lawrence, KS is seeking a Customer Experience Representative to handle incoming calls, identify customer needs, and connect callers with the right resources. The role emphasizes delivering outstanding service, cross-selling suitable products, and supporting other branches while complying with bank policies and applicable laws.

Qualifications include a high school diploma and 1–3 years of related experience, with strong communication, attention to detail, and

Qualifications

• High school diploma or equivalent required.
• 1–3 years of customer service or related experience.
• Ability to verify caller identity and assess needs.

Responsibilities

• Answer incoming customer contacts, verify identity and determine caller needs.
• Perform teller functions (transfers, payments, debit card issues, disputes) while maintaining friendly service.
• Assist other departments and branches with customer support.
• Identify, explain and cross-sell the value of appropriate products/services.
• Analyze customer needs to provide efficient and accurate service using bank systems.

Skills

Customer Focus

Communication Skills

Integrity and Professionalism

Problem Solving

Attention to Detail

Team Collaboration

Education

High school diploma or equivalent

Job description

Capitol Federal Savings Bank in Lawrence, KS is seeking a Customer Experience Representative to handle incoming calls, identify customer needs, and connect callers with the right resources. The role emphasizes delivering outstanding service, cross-selling suitable products, and supporting other branches while complying with bank policies and applicable laws.

Qualifications include a high school diploma and 1–3 years of related experience, with strong communication, attention to detail, and