3 days old

Lead Customer Service Representative

Capitol Federal Savings Bank
Lawrence, KS 66044
  • Job Code

The Lead Customer Service Representative receives incoming calls and determines the products, services or resources that the caller requires (or could benefit from). They provide direct support services to customers; or, connects them with the staff representative in the appropriate department who can provide them the specific assistance they need; thereby creating a positive interaction with the customer. Assists with quality assurance and training for the Customer Service Center. Work schedule may vary from time to time.Work schedule may vary from time to time.

Availability Needed: Sunday 12:00p-5:00p, Monday-Thursday 8:15a-6:00p

Major Duties and Responsibilities

  • Answer incoming calls, True Blue Online secure messages and emails and determine the needs of the customer and verify the customers identity. Determine if you can provide direct assistance (i.e. teller services) or that you will connect the customer with the appropriate resource to address their need, minimizing the callers time and effort in resolving their concern. Cross-sell Virtual Branch and bill pay services and assist customers in setting up Virtual Branch enrollment and understanding the e-statement process.

  • Monitor incoming calls, True Blue Online secured messages and Live Chat messages to ensure quality of service and accuracy of the Call Center Reps.

  • Conducting training for new staff and continuation training for staff.

  • Handles escalated telephone calls, e-mails, and Live Chat sessions, as needed.

  • Assist other departments and branches with transactions as needed, provide support for the collections department and branch managers in fulfilling customer requests and merchant verifications.

  • Works in the capacity of the manager on duty on an occasional basis as necessitated by time off or other scheduling needs.

  • Perform teller functions for customers (i.e. transfer funds between accounts and/or loan, stop payments, close and reorder debit cards, provide last five transactions, process loan payments etc.) to assure customers needs are addressed in a polite and friendly manner.

Interpersonal Skills

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

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. 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 or travel off site 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.


Nothing in this position description restricts managements 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.

Posted: 2020-06-29 Expires: 2020-07-28
Sponsored by:
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Sponsored by:
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Lead Customer Service Representative

Capitol Federal Savings Bank
Lawrence, KS 66044

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