Customer Service Representative

2 months ago

Topeka, United States Capfed Full time

** Customer Service Representative - Call Center**

**Job Category****:** Call Center **Requisition Number****:** CUSTO003033 Showing 1 location **Job Details**

**Description**

**Role**

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 Banks customers.

Availability Needed: Monday - Friday 8:00 a.m. to 10:00 a.m. start time - shift end; with a rotational Saturday shift from 9:00 a.m. to 6:00 p.m. Every Sunday off, in addition to one week day.

**Essential Duties & Responsibilities**

* Answer incoming calls, verify the identity of the caller, determine the need(s) of the caller and minimize the customers 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.

**Requirements**

* 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.

**Qualifications**

**Skills**

**Behaviors**

**:**

**Motivations**

**:**

**Education**

**Experience**

**Licenses & Certifications**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)

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