What are the responsibilities and job description for the Customer Experience Representative position at Capitol Federal?
Job Description:
Job Title: Customer Experience Representative
Department : Call 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
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.
Benefits:
Health Insurance, Vacation & Paid Time Off