Customer Service Associate Floater - Part Time

US-KS-Southeast Wichita Branch

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Job Description

Assist customers with all types of account transactions including teller transactions, new account tranactions as well as IRAs, CDs. Advise as to how best utilize company 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. Provides friendly, professional, confidential and effective assistance to customers and Bank associates assuring a positive experience and minimizing wait time.

Major Duties and Responsibilities

40% Assists customers with opening all types of accounts including IRAs, CDs. Assists customers with wire transfers and fraud/forgery situations. Performs maintence 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 maintenance of safe deposit boxes.

40% 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 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 loading and balancing the TCD’s, transferring cash and cash items to other CSA’s, and balancing vault daily.

10% Use every customer contact as an opportunity to advise customers about additional services or programs that might benefit them. Updates bank's sales tracking program by inputing data related to customer transactions: for example, product offerings and customer responses; customer referrals.

10% Research, troubleshoot and resolve external and internal customer inquiries regarding policies, practices and products.

— Must comply with current applicable laws, regulations and bank policies and procedures.
 
— Assists other departments and branches with transactions as needed, provides support for the department and branch management in fulfilling customer requests.

— Maintains the most stringent standards of customer service confidentiality.

Skills & Requirements

Knowledge and Skills

 

 

 

Experience
A minimum of one year up to three years of customer service or related experience, including preparatory experience. Cash handling experience is preferred.

Education/Certifications/Licenses
A high school degree or equivalent

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
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 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. 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.

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.

Hours are 8:30 - 2:30 M - Thurs; 8:00 - 6:00 Fri; 8:45 - 12:00 Sat (Saturdays are scheduled three out of four each Saturday).

Posted 8/18/14

 

Equal Opportunity Employer Minorities/Females/Vet/Disabled