Customer Experience Specialist — Growth & Support

Capitol Federal Financial, Inc.; Lawrence (KS); On-site; USD 40,000 - 56,000; Full time

Benefits offered by this job

Competitive compensation

Retirement plans

Flexible Spending Accounts

Paid time off and holidays

Employee Assistance Program

Health coverage

Dental coverage

Life coverage

Disability coverage

Parental Leave

Professional development

Career advancement

Job summary

Capitol Federal Savings Bank in Lawrence, KS is seeking a Customer Experience Representative to handle incoming calls, verify customer identity, and determine needs. You will support multiple departments, cross-sell relevant products, and provide efficient service using core banking systems.

The role requires a high school diploma and 1–3 years of related experience, with a focus on accuracy, communication, and teamwork. CapFed emphasizes service quality and community focus.

Qualifications

• High school diploma or equivalent required.
• 1–3 years of related customer service experience.

Responsibilities

• Answer incoming customer contacts, verify identity and determine the caller's needs to minimize time and effort.
• Perform teller functions (fund transfers, loan payments, stop payments, debit card orders, disputes) with professional and courteous service.
• Assist other departments and branches with customer support.
• Identify, explain and cross-sell relevant products/services to benefit the customer.
• Analyze customer needs to provide efficient service using multiple computer systems.
• Perform other duties as assigned.
• Participate in proactive team efforts to achieve departmental and company goals.
• Comply with all laws, regulations and bank policies; observe safety policies.

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 seeking a Customer Experience Representative to handle incoming calls, verify customer identity, and determine needs. You will support multiple departments, cross-sell relevant products, and provide efficient service using core banking systems.

The role requires a high school diploma and 1–3 years of related experience, with a focus on accuracy, communication, and teamwork. CapFed emphasizes service quality and community focus.