Personal Banker II

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 such as credit cards, investments, insurance and IRA’s.

Through quality customer interactions that exceed expectations and are rooted in Citadel Class Service’s guiding principles of Accuracy, Value, Respect and Convenience, the incumbent will establish a solid foundation of trust with each customer, positioning Citadel as the best choice for all banking needs.

• 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 to meet or exceed monthly, quarterly, and semi‑annual sales goals.
• Accurately perform customers’ financial transactions, including cash handling and counting, by hand and using technology such as cash recyclers, ATMs, and inline teller machines.
• Add value to customers by offering guided, consultative services that introduce a variety of products and services designed to accomplish every individual’s financial goals.
• Meet customers’ needs through multiple channels, including in‑person, outbound calling campaigns, 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 knowledgeable 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, and threats and how they impact customers and the organization.
• Interact professionally, tactfully, and respectfully with co‑workers, management, customers, and vendors, fostering Citadel’s corporate culture in all actions and words and treating everyone with respect and consideration.
• Meet and comply with all requirements of the SAFE Act, including 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 manner.
• Ability to work Saturdays.
• Perform other duties as assigned.

• 2+ years of sales and face‑to‑face customer service experience.
• 3+ years of 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‑making 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 goals.
• 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, and home equity.

• High School Diploma or equivalency.

Performance metrics will…