Customer Experience Representative

Capitol Federal® Savings Bank; Lawrence (KS); On-site; USD 32,000 - 42,000; Full time

Job summary

Capitol Federal Savings Bank in Lawrence, KS is hiring a Customer Experience Representative for the Contact Center. You will handle inbound calls, verify customer identity, and determine needs while delivering courteous, efficient service.

The role emphasizes cross-selling appropriate products, accurate data handling, and collaboration with other departments to resolve issues. A high level of integrity and attention to detail supports exceptional customer experiences.

Qualifications

• High school diploma or equivalent required.
• 1–3 years of similar or related experience.
• Excellent communication and customer service skills.
• Ability to cross-sell and explain products.

Responsibilities

• Answer incoming customer contacts, verify identity and determine caller needs.
• Perform teller functions and address customer requests professionally.
• Assist other departments and branches with customer support.
• Identify, explain and cross-sell relevant products and services.
• Analyze caller needs to provide efficient service using computer systems.
• Perform other duties as assigned.
• Participate in proactive team efforts to meet goals.
• Comply with laws, regulations and bank policies, and report issues.

Skills

Customer Focus

Communication Skills

Integrity and Professionalism

Problem Solving

Attention to Detail

Team Collaboration

Unconditional Ethics

Education

High school diploma or equivalent

Job description

Job Description

Job Title: Customer Experience Representative

Department : Contact Center – Lawrence, KS

Employment Type: Full-Time

About Capitol Federal

At Capitol Federal Savings Bank , we are committed to helping individuals, families, and communities achieve financial success. With a long-standing tradition of integrity, service, and financial stewardship, we strive to deliver exceptional banking experiences to every customer we serve.

Our team members are the foundation of our success. We believe in fostering a supportive environment where employees can grow professionally, contribute meaningfully, and build rewarding careers.

Position Summary

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.

Key Responsibilities

The responsibilities listed below represent the primary duties of this position. Additional duties may be assigned as needed.

• 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.

Qualifications

• High school diploma or equivalent required.

• A minimum of 1 – 3 years of similar or related experience, including preparatory experience

Core Competencies

Successful candidates typically demonstrate the following competencies:

• Customer Focus

• Communication Skills

• Integrity and Professionalism

• Problem Solving

• Attention to Detail

• Team Collaboration

• Unconditional Ethics

Why Join Capitol Federal?

Capitol Federal offers employees a supportive workplace and opportunities for career growth.

Benefits may include:

• Competitive compensation

• Retirement and savings plans

• Flexible Spending Accounts

• Paid time off and holidays

• Employee Assistance Program

• Health, Dental, Life and Disability coverage

• Parental Leave

• Professional development opportunities

• Career Advancement Pathways

CapFed® is an equal opportunity employer.