Consumer Banking Support Specialist

Job Description:

Job Title: Consumer Banking Support Specialist

Job Description:

Location: Topeka, KS

Employment Type: Full-Time

About Capitol Federal

At Capitol Federal Savings Bank, we're committed to helping individuals, families, and communities achieve financial success. Our employees are at the heart of everything we do, and we strive to create an environment where team members can grow, contribute, and build rewarding careers.

Position Summary

This position provides operational support and guidance to consumer banking staff and management regarding account opening, account servicing, teller and transaction processing, digital banking support, and other consumer banking functions. Serves as a subject matter expert in the processes, procedures, systems, and regulations that support Capitol Federal's consumer banking channels. 

This position supports consistent delivery of consumer banking services across all customer-facing channels, including retail branches, contact center operations, and digital banking support functions. Reviews consumer banking processes and transactions to promote accuracy, consistency, regulatory compliance, and adherence to Bank policies. Works collaboratively with consumer banking staff and management to resolve issues and support continuous improvement.

Key Responsibilities

• Reviews new accounts, transactions, customer requests, and related documentation for consumer banking processes, with an emphasis on regulatory compliance and BSA requirements. Identifies potential errors and works with consumer banking staff and management through resolution.

• Provides support and guidance to consumer banking staff through phone, email, and other communication channels regarding products, services, systems, policies, procedures, and transactions.

• Serves as an escalation resource for complex consumer banking transactions, account servicing requests, and customer inquiries.

• Provides guidance regarding legal documents, including powers of attorney, trust documents, estate documents, and other customer authorization documents. Reviews documentation for completeness and adherence to established procedures and escalates matters as appropriate. Does not serve as the final approval authority for legal determinations.

• Reviews and approves wire transfer requests and other designated transactions in accordance with Bank policy.

• Performs quality assurance reviews and operational monitoring activities to support consistency, accuracy, and regulatory compliance.

• Assists with the development and maintenance of procedures, job aids, and process documentation.

• Participates in testing and implementation of system upgrades, enhancements, and process changes affecting consumer banking operations.

• Partners with management and business units to support operational initiatives and process improvements.

• Performs other duties as assigned.

• Participates in proactive team efforts to achieve departmental and company goals.

• Complies with all applicable laws, regulations, Bank policies, procedures, and safety requirements.

Qualifications Required

• A high school degree or equivalent.

• Minimum of five years of similar or related experience, including preparatory experience.

Skills

• Attention to detail

• Strong analytical and problem-solving skills

• Excellent written and verbal communication abilities

• Must possess a high level of knowledge of consumer banking products, services, systems, processes, and regulatory requirements, including BSA-related procedures.

• Significant level of trust, credibility, professionalism, and diplomacy is required.

• Ability to educate, influence, and advise employees and management on matters of significance while handling sensitive and confidential information is essential.

Work Environment

• Regular in-office attendance required.

• Ability to travel off-site whenever required or requested by management.

• Ability to work extended hours when business needs require.

Why Join Capitol Federal?

Capitol Federal offers a collaborative culture, opportunities for professional development, and a competitive benefits package that may include:

• Medical, dental, life, and disability insurance

• Retirement and savings plans

• Flexible Spending Accounts

• Paid time off and holidays

• Parental leave

• Employee Assistance Program

• Professional development and career growth opportunities

CapFed® is an equal opportunity employer.