Customer Service Associate II

Capitol Federal Savings Bank Topeka , KS 66604

Posted 4 weeks ago

Assist customers with all types of account transactions including teller transactions, new account transactions as well as IRAs, CDs. Advise as to how best utilize company products and services in order to meet personal financial goals and provide the highest quality customer service.

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.

Availability Needed: Monday-Friday between 6:45 a.m.

  • 6:00 p.m.; rotating Saturdays 8:45 a.m.

  • Noon

Major Duties and Responsibilities

  • Performs teller transactions, such as, processing deposits, withdrawals, check cashing, cashier's checks, and loan payments. Processes bond redemptions, cash advances, sale of reloadable cards, and money order purchases.

    Balances cash drawer daily to assure accuracy in transactions and notifies supervisor regarding any offages. Appropriately applies policies and utilizes workflow procedures. Participates in the rotation of vault duties which includes loading and balancing the TCD's, transferring cash and cash items to other CSA's, and balancing vault daily. Responsible for overseeing/completion of the branch closing procedures on a regular schedule as assigned by the Branch Manager.

  • Assists customers with opening all types of accounts including IRAs, CDs. Assists customers with wire transfers and fraud/forgery situations.

    Performs maintenance of accounts, including ordering checks, replacement passcards, submits address and telephone number changes to the CIF department, placing and removing stop payments, account ownership changes, endorsements, and reset PIN numbers. May also open, close and handle maintenance of safe deposit boxes.

  • Use every customer contact as an opportunity to advise customers about additional services or programs that might benefit them. Updates bank's sales tracking program by inputting data related to customer transactions: for example, product offerings and customer responses; customer referrals.

  • Research, troubleshoot and resolve external and internal customer inquiries regarding policies, practices and products.

  • Answer incoming calls, determines the needs of the caller and verify the caller's identity, minimizing the caller's time and effort in resolving their concerns.

  • Maintains the most stringent standards of customer service confidentiality.

  • Assists other departments and branches with transactions as needed, provides support for the department and branch management in fulfilling customer requests.

  • Must comply with current applicable laws, regulations and bank policies and procedures.

Physical Requirements

Must be able to stand all day, walk to greet customer and escort customers to the work area. Employees will only sit during lengthy transactions when the customer is also sitting.

Will have limited physical exertion and occasional lifting of up to 10 lbs. and occasionally lift a coin bag up to 30 lbs. Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.

Must be able to routinely perform work on a computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions.

Must be able to calculate basic math equations and spell accurately at a high school level. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.

Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Acknowledgement

Nothing in this position description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not a contract and should not be construed as a guarantee of employment for any specific period of time.

Capitol Federal Savings Bank is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race, color, religion, sex/gender, national origin, disability, age, or any other category protected by law.



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Customer Service Associate II

Capitol Federal Savings Bank