Client Relations Specialist

2 weeks ago

Mulberry, United States Capitol Federal Savings Bank Full time
Job Overview:
Position Summary

The Customer Support Associate plays a vital role in assisting clients with various banking transactions and services. This position involves guiding customers through the processes of opening, managing, and closing accounts, as well as facilitating consumer loan transactions. The ideal candidate will effectively promote and recommend suitable products and services to help clients achieve their financial objectives. The role requires a commitment to accurately executing financial transactions while providing exceptional customer service across multiple channels, including in-person, drive-thru, and phone interactions.

Key Responsibilities
  • Facilitates the opening of diverse retail accounts and safe deposit boxes as outlined by the institution. Conducts maintenance on existing accounts as necessary.
  • Originates, processes, and finalizes consumer loans in accordance with institutional guidelines. Must maintain current registration through the National Mortgage Licensing System and Registry and perform peer reviews of existing files as directed by management.
  • Utilizes every customer interaction as an opportunity to inform and recommend additional services or programs that may be beneficial.
  • Handles teller transactions as specified by the institution. Balances cash drawers daily to ensure transaction accuracy and promptly reports any discrepancies to a supervisor. Participates in vault duties, including daily balancing when applicable.
  • Responds to incoming calls, verifying caller identity and assessing their needs to efficiently resolve concerns.
  • Investigates, troubleshoots, and addresses both external and internal customer inquiries as required.
  • Performs branch opening and closing tasks as assigned.
  • Provides assistance to other departments and branches with transactions as needed, supporting management in fulfilling customer requests.
  • Upholds the highest standards of customer service confidentiality.
  • Completes additional tasks as assigned.
  • Engages in proactive team efforts to achieve departmental and organizational objectives.
  • Adheres to all applicable laws, regulations, and institutional policies and procedures. Complies with safety protocols and reports any unsafe activities to a supervisor or Human Resources.
Qualifications

A minimum of one to three years of experience in customer service or a related field is required.

Education and Certifications

A high school diploma or equivalent is necessary.

Required Skills
  • Exemplary courtesy, tact, and diplomacy are essential. The role involves personal interaction with others, typically concerning routine matters that require brief discussions.
  • Ability to effectively communicate with clients (greet, reassure, instill confidence in the institution and oneself), clearly explain products and services, compare features and benefits of various offerings, and address individual customer needs accurately.
Capitol Federal Savings Bank is an equal opportunity employer. We value diversity and are dedicated to fostering an inclusive environment for all employees.

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