Transaction Account Services Specialist

Job Description:

Job Title: Transaction Account Services Specialist

Location: Topeka, KS

Employment Type: Full-Time

About Capitol Federal

At Capitol Federal Savings Bank, we are committed to helping individuals, families, and communities achieve financial success. With a long-standing tradition of integrity, service, and financial stewardship, we strive to deliver exceptional banking experiences to every customer we serve.

Our team members are the foundation of our success. We believe in fostering a supportive environment where employees can grow professionally, contribute meaningfully, and build rewarding careers.

Position Summary

The Transaction Account Service Specialist provides support for Capitol Federal’s consumer and business debit and credit card programs. This role supports daily card program maintenance, general ledger balancing and reporting and is accountable to respond promptly to internal and external customer inquiries. This position will perform troubleshooting and complete detailed research of digital card workflows and systems.

Key Responsibilities

The responsibilities listed below represent the primary duties of this position. Additional duties may be assigned as needed.

• Provide consumer and business credit and debit card program support for card maintenance, general ledger reconciliation, ATM program monitoring, processing recovered cards, monitoring incoming card reports, and reconciling Visa settlement outages and anomalies.

• Support internal and external inquiries for digital card issuance and card controls, research technical issues, prepare detailed documentation, log cases, and ensure efficient issue resolution. Maintains ability to research digital issuance workflows and troubleshoot issues.

• Stay abreast of bank supported card functionality and support new products as they are commercialized, to include product monitoring, reporting, partnership and support of stakeholders and departmental processes.  

• Respond to internal and external customer service requests in friendly, professional and prompt manner. Create standard and nonstandard customer correspondence using integrated software suites.

• Performs troubleshooting and complete detailed research of card workflows and systems and resolves complex customer related intricacies.  

• Research and resolve card program general ledger outages for high volume ledgers.

• Research and resolve transactional anomalies; understand transaction processing workflow.

• Process ATM and check adjustments and associated transactions.

• Ensure internal and external inquiries are responded to achieve the highest possible level of customer experience.

• Perform other duties as assigned.

• Participate in team efforts to achieve departmental and company goals.

• Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources. Must comply with current applicable laws, regulations and bank policies and procedures.

• Regular in-office attendance required.

Experience

• A high school degree or equivalent.

• A minimum of one to three years of similar or related experience in a financial services organization.

Skills

• Ability to use database, spreadsheet and word processing software suites to record and maintain records, with customer contact as necessary via verbal and written correspondence.

• Attention to detail and the ability to analyze technical issues, answer questions, suggest solutions, and provide counsel.

• Ability to conduct reconciliation of general ledger accounts to include research and resolving discrepancies, review for accuracy, ensure deadlines are met and prepare entries to settle accounts.

• A significant level of credibility, trust and diplomacy is required to be an effective subject matter expert in this position. Work regularly involves personal contact with customers, employees, outside vendors and is frequently of a personal, sensitive and/or highly confidential nature.

• Clear and concise written and verbal communication skills are imperative to success in this role.

• 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 complete basic mathematical calculations, spell accurately, and understand computer basics.

• 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.

Core Competencies

Successful candidates typically demonstrate the following competencies:

• Customer Focus

• Communication Skills

• Integrity and Professionalism

• Problem Solving

• Attention to Detail

• Team Collaboration

• Unconditional Ethics

Why Join Capitol Federal?

Capitol Federal offers employees a supportive workplace and opportunities for career growth. Benefits may include:

• Competitive compensation

• Retirement and savings plans

• Flexible Spending Accounts

• Paid time off and holidays

• Employee Assistance Program

• Health, Dental, Life and Disability coverage

• Parental Leave

• Professional development opportunities

• Career Advancement Pathways

CapFed® is an equal opportunity employer.