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Function

This position can be based out of any of our branches in the Eastern Region.  The branches include, Brookhaven, Glen Mills, Springfield, West Chester, Kennett Square, Paoli, Oxford, and Downingtown.

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