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Customer Service Representative - Call Center at Capitol Federal Savings Bank

Posted in Admin - Clerical 30+ days ago.

Type: Part-Time
Location: Topeka, Kansas

Job Description:

Availability Needed: Position works every Saturday from 9:00am - 4:00pm. Will have every Sunday off, in addition to one weekday. Start time will be between 8:30-10:30am based on Call Center needs.


Receive incoming calls and determine the products, services or resources that the caller requires (or could benefit from). 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. Ability to discern and trouble shoot customer concerns with the ability to develop a proficiency in a wide range of systems. Consistently upholds and delivers a high level of service to the Bank’s customers. 

Essential Duties & Responsibilities  

  • Answer incoming calls, verify the identity of the caller, determine the need(s) of the caller and minimize the customer’s time and effort in resolving their need(s).

  • Respond to customer queries via True Blue Online secure messages, Live Person messages and web emails in a professional and timely manner.

  • 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 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.

  • 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.


  • A minimum of one 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.

Call Center