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Customer Service Associate

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Job Details
Job Order Number
11072703
Company Name
Capitol Federal Savings Bank
Physical Address
See Job Description for Address
Manhattan, KS 66502
Job Description

Responsibilities include accurately processing financial transactions and being an effective source of information for our customers: in lobby, drive-thru window or by telephone. Providing friendly, professional, confidential and effective assistance to customers and Bank associates assuring a positive experience and minimizing wait time.

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Weight

Function
1.
75%

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 lading and balancing the TCD?s, transferring cash and cash items to other CSA?s and balancing vault daily.

2.
10%

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

3.
5%

Uses every customer contact as an opportunity to advise customers about additional services or programs that might benefit them.

4.
5%

Assists the customer?s with ordering checks, replacement passcards, and submits address and telephone number changes to the Banking Services Department.

5.
5%

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.

6.
--

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

7.
--

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

8.
--

Maintains the most stringent standards of customer confidentiality.

Interpersonal 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.

ADA Requirements

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.


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