Function
Incumbent will create and manage the customer experience by determining the types of accounts and/or services needed to meet their individual financial needs. Incumbent will drive sales through service by developing a positive customer experience and proactively seeking ways to build and expand customer relationships in order to contribute toward the organization’s success. This customer-facing role involves assisting customers with a variety of routine and complex financial transactions, including, but not limited to: opening accounts, deposits, withdrawals, and loan applications, as well as cross selling other credit union services like credit cards, investments, insurance and IRA’s. Through quality customer interactions that exceed expectations and are rooted in the four guiding principles of Citadel Class Service (Accuracy, Value, Respect and Convenience), incumbent will establish a solid foundation of trust with each and every customer thereby positioning Citadel as the best choice for all their banking needs.
Duties and Responsibilities
- Demonstrate a high level of courtesy and efficiency with customers, continuously exceeding expectations and applying Citadel’s Class Service Principles of Accuracy, Convenience, Respect, and Value.
- Recognize opportunities to promote or sell Citadel’s products and services as a means for serving customers’ financial needs and meeting or exceeding monthly, quarterly, and semi-annual sales goals.
- Accurately perform customers’ financial transactions by producing quality work. Role will include cash handling and counting, both by hand and via technology such as Cash Recyclers, ATMs’, and/or Inline Teller Machines.
- Add value to our customers by offering guided, consultative services that introduce a variety of products & services designed to accomplish every individual’s financial goals.
- Meet customers’ needs by servicing them through a variety of channels, including, but not limited to: In-Person, Outbound Calling Campaigns, Assisting with Inbound Call Center Calls, and Community Events.
- Develop and maintain relationships with business partners and specialists in other departments to maximize sales opportunities and achieve sales standards.
- Ensure operational and financial safety and soundness through knowledge and sound decision making.
- Adhere to Citadel’s operational compliance and security policies, as well as applicable state and federal laws.
- Demonstrate strong understanding of industry trends, scams, risks/threats and how they impact the customer and our organization.
- Interact with others (co-workers, management, customers and vendors) in a professional, tactful, and respectful manner. This includes actively learning, demonstrating and fostering Citadel’s corporate culture in all actions and words, as well as treating everyone with respect and consideration, regardless of status or position.
- Meet and comply with all requirements set forth in the SAFE Act, including, but not limited to, successful completion of the required background checks and obtaining a unique identifier from the NMLS.
- Remain compliant with the Bank Secrecy Act by completing annual BSA training.
- Maintain confidentiality of members financial information in a secure and secure manner
- Ability to work Saturdays.
- Perform other duties as assigned.
Qualifications and Education Requirements
Experience
- 2 + years of sales and face-to-face customer service experience.
- 3 + years sales and face-to-face customer service experience. Preferred
- Prior financial industry experience. Preferred
- Cash handling experience. Preferred
- NMLS. Preferred
- Notary. Preferred
- PC literacy
- Ability to navigate multiple software applications
- Ability to achieve sales goals through outstanding service.
- Strong attention to detail.
- A track record of working effectively in a team environment and building solid relationships.
- Ability to multi-task.
- Excellent communication, judgment, decision and problem solving skills.
- Ability to understand and follow direction.
- Ability to maintain confidentiality, use tact and diplomacy.
- Demonstrate professionalism through dress and demeanor
- Ability to develop business organically with a strong customer service background
- Self-Motivator who holds themselves accountable for achieving goal
- Strong technical skills and ability to work with multiple systems such as CEB machines
- Knowledgeable of Citadel Credit Union products such as Mortgages, Auto Loans, Home Equity
Education
- High School Diploma or equivalency
Performance Measurements
Performance metrics will be established each year based on corporate and strategic goals.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate. Employees may experience swings in work-related demands placed upon them by members.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, stand, talk and/or hear for extended periods. The employee is occasionally required to walk, stoop, kneel, crouch, or bend. The employee will be regularly required to walk and move fluidly within a Retail Office or Corporate Office environment. The employee must occasionally lift up to 20 pounds. The position requires close visual acuity. Community events can occur in a variety of locations including indoors, outside, or at local employers who partner with Citadel.
EEO Statement
Citadel is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, other protected status, such as race, religion, color, national origin, sex, age. We maintain a drug-free workplace and may perform pre-employment substance abuse testing.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
