Customer Experience Representative

Capitol Federal® Savings Bank

Topeka (KS)

On-site

USD 32,000 - 42,000

Full time

14 days+

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Benefits offered by this job

Competitive compensation

Retirement plans

Flexible spending accounts

Paid time off

Employee assistance program

Health coverage

Parental Leave

Professional development

Career advancement

Job summary

Capitol Federal Savings Bank is seeking a Customer Experience Representative in Topeka, KS to handle incoming calls and guide customers to the right products and services. You'll work in the Contact Center, delivering friendly, accurate service, performing teller tasks as needed, and supporting other departments to ensure a seamless customer experience across channels.

This full-time role requires strong communication, attention to detail, and a commitment to operational excellence in serving

Qualifications

High school diploma or equivalent required.
A minimum of 1-3 years of similar or related experience.

Responsibilities

Answer incoming customer contacts, verify identity and determine needs to minimize effort.
Perform teller functions (fund transfers, loan payments, stop payments, debit card issues) professionally.
Assist other departments and branches with customer support.
Identify and explain the value of products/services beneficial to the customer.
Analyze contact needs using computer systems to provide efficient service.
Perform other duties as assigned.
Participate in proactive team efforts to achieve departmental goals.
Comply with laws, regulations and bank policies; report unsafe activities.

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 - Topeka, 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