What are the responsibilities and job description for the Customer Service Associate I position at Capitol Federal Savings Bank?
Job Description:
Role
Responsible for accurately processing financial transactions and being an effective source of information for our customers: in lobby, drive thru window or by telephone. Provides friendly, professional, confidential and effective assistance to customers and Bank associates assuring a positive experience and minimizing wait time.
Essential Duties & Responsibilities
Performs teller transactions as defined by the Bank. Balances cashbox daily to ensure accuracy in transactions and notifies supervisor regarding any offages. Participates in the rotation of vault duties, including the daily balancing of the vault when it is used.
Research, troubleshoot and resolve basic external and internal customer inquiries as needed.
Assists the customer’s with maintenance on existing accounts as defined by the management.
Use every customer contact as an opportunity to advise customers about additional services or programs that might benefit them. Updates the Bank’s tracking system related to customer recommendations and referrals as defined by the Bank.
Answer incoming calls verifying the identity of the caller. Determines the needs of the caller and minimizing the time and effort in resolving their concerns.
Assists other departments and branches with transactions as needed; provides support for the department and branch management in fulfilling customer requests.
Maintains the most stringent standards of customer confidentiality.
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.
Experience
A minimum of six months of experience which included customer service responsibilities. Cash handling is preferred.
Education/Certifications/Licenses
A high school degree or equivalent. Education beyond the high school level may be credited for experience.
Skills
Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others both inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information, as well as updating or referring, which typically require short discussions.
Ability to communicate with customers (greet, put at ease, instill confidence in Capitol Federal and self), explain products and services in an understandable manner, explain and compare features and benefits of different products, relate to each individual customers’ particular needs, accurately answer customers’ questions, identify customers’ problems and present solutions.
CapFed® is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
