Capital Federal Savings Bank
CUSTOMER SERVICE REPRESENTATIVE (Administrative)
This position assists customers with all types of account transactions including teller transactions, new account transactions, maintenance work on existing accounts and originating and closing Consumer Loans. Cross-sells appropriate products and services which benefit the customer. Advise as to how best utilize bank 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.
Hours: Monday - Friday 8:30am to Close; rotating closing night, Friday and Saturdays
Major Duties and Responsibilities
Assists customers with opening all types of accounts including IRAs, CDs, 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 account maintenance of safe deposit boxes. Has responsibility for overseeing completion of the Branch opening and closing procedures on a regular schedule as assigned by management.
25%Performs teller transactions, such as, processing deposits, withdrawals, check cashing, cashier's checks, and loan payments. Processes cash advances, sale of reloadable cards, and money orders. 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 TCDs, transferring cash and cash items to other CSAs, and balancing vault daily.
20%Use every customer contact as an opportunity to advise customers about additional services or programs that might benefit them. Cross-sells appropriate products and services inlcuding on-line banking and bill payment services. Updates bank's sales tracking program by inputing data related to customer transactions; for example, product offerings and customer responses; customer referrals.
20%Conducts the loan interview and obtains the customer information necessary to initiate a non-equity consumer loan. Accurately enters data into lending software. Processes and closes non-equity consumer loan products. Responsible for interpreting income, debt, credit, and qualifying ratios and submits loans for underwriting.
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.
—Assist other departments and branches with transactions or projects as needed.
—Maintains the most stringent standards of customer confidentiality.
—Must comply with current applicable laws, regulations and bank policies and procedures.
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 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. Ability to stand for long period of time, reach and bend, write notes and information given by a customer, good finger dexterity for using computer terminal and typewriter.