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Lead Customer Service Associate at Capitol Federal Savings Bank

Posted in Sales 30+ days ago.

Type: Full-Time
Location: Prairie Village, Kansas





Job Description:

Role


Responsible for assisting the Branch Manager and Assistant Branch Manager in the directing and administering the operational efforts of the branch operation. Assists customers with all types of teller and new account transactions. Advise and cross-sell appropriate products and services which benefit the customer to meet their personal financial goals. Provides friendly, professional, confidential and effective assistance to customers and Bank associates assuring a positive experience and minimizing wait time.


Availability Needed: Week 1 - Monday - Friday 9:45am - 7:15pm, Week 2 - Wednesday - Friday 9:45am - 7:15pm, Saturday 9:45am - 4:15pm and Sunday 9:45am - 2:15pm 


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.

  • Assists customers with opening all types of Retail accounts as defined by the Bank. Performs maintenance on existing accounts.

  • Has some supervisory duties and resolves customer issues in absence of the Assistant Branch Manager.

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

  • Research, troubleshoot, and resolve external and internal customer inquiries as needed.

  • Answer incoming calls, determines the needs of the caller and verifies the caller’s identity, minimizing the caller’s time and effort in resolving their concern.

  • Use every customer contact as an opportunity to advise and cross-sell customers about additional services or programs that might benefit them.

  • 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.

Requirements



  • A minimum of one year up to three years of similar or related experience, including preparatory experience.

  • A high school degree or equivalent.

  • A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance.

Physical Requirements


Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 25 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 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.


Working Conditions


Regular in-office attendance required.


Mental and/or Emotional Requirements


Must be able to perform job functions independently and with limited supervision. Must work effectively as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic financial calculations with accuracy. 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 stress of deadline, requirements for extreme accuracy and quality and/or fast pace. Must be capable of exercising highest level of discretion on 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. 

Retail Operations





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