Customer Experience Specialist - Banking & Service

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

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.