Personal Banker II

Citadel Credit Union•Springfield Township, PA

26d

About The Position

The Personal Banker II creates and manages the customer experience by identifying accounts and services that meet each customer’s financial needs. The role drives sales through service, builds customer relationships, and contributes to organizational goals. It is a customer-facing position involving routine and complex financial transactions, including account openings, deposits, withdrawals, and loan applications, as well as introducing customers to services such as credit cards, investments, insurance, and IRAs. Customer interactions are guided by Citadel’s Class Service principles of Accuracy, Value, Respect, and Convenience. The position serves customers in person, through outbound calling campaigns and inbound call center support, and at community events. The employee works with business partners and specialists, follows operational, compliance, and security requirements, and maintains confidentiality of member financial information. The role requires the ability to work Saturdays. Performance metrics are established annually based on corporate and strategic goals. The work environment typically has a moderate noise level, and work-related demands may vary. Employees may work in retail or corporate office environments and attend community events held indoors, outdoors, or at partner employers. Reasonable accommodations may be made for individuals with disabilities. The role regularly involves sitting, standing, talking, hearing, and moving around the work environment; occasional walking, stooping, kneeling, crouching, bending, and lifting up to 20 pounds are required, along with close visual acuity.

Requirements

At least 2 years of sales and face-to-face customer service experience.
High school diploma or equivalent.
PC literacy and ability to navigate multiple software applications.
Ability to achieve sales goals through outstanding service.
Strong attention to detail.
Ability to work effectively in a team and build solid relationships.
Ability to multitask.
Excellent communication, judgment, decision-making, and problem-solving skills.
Ability to understand and follow directions.
Ability to maintain confidentiality and use tact and diplomacy.
Professional dress and demeanor.
Ability to develop business organically, with a strong customer service background.
Self-motivation and accountability for achieving goals.
Strong technical skills and ability to work with multiple systems, such as CEB machines.
Ability to work Saturdays.
Ability to sit, stand, talk, and hear for extended periods; move around a retail or corporate office; occasionally walk, stoop, kneel, crouch, or bend; occasionally lift up to 20 pounds; and meet close visual acuity requirements.

Nice To Haves

At least 3 years of sales and face-to-face customer service experience.
Prior financial industry experience.
Cash handling experience.
NMLS credential.
Notary credential.
Knowledge of Citadel Credit Union products such as mortgages, auto loans, and home equity products.

Responsibilities

Provide courteous and efficient service that exceeds customer expectations and follows Citadel’s Class Service principles of Accuracy, Convenience, Respect, and Value.
Identify opportunities to promote or sell products and services to address customers’ financial needs and meet or exceed monthly, quarterly, and semi-annual sales goals.
Accurately process customer financial transactions, including cash handling and counting by hand or with cash recyclers, ATMs, and inline teller machines.
Offer guided, consultative services and introduce products and services suited to customers’ financial goals.
Serve customers through in-person interactions, outbound calling campaigns, inbound call center calls, and community events.
Build and maintain relationships with business partners and specialists in other departments to maximize sales opportunities and meet sales standards.
Support operational and financial safety and soundness through knowledge and sound decision-making.
Follow Citadel’s operational compliance and security policies and applicable state and federal laws.
Stay informed about industry trends, scams, and risks or threats affecting customers and the organization.
Interact professionally, tactfully, and respectfully with coworkers, management, customers, and vendors, and foster Citadel’s corporate culture.
Comply with SAFE Act requirements, including completing required background checks and obtaining a unique identifier from the NMLS.
Complete annual Bank Secrecy Act training and remain compliant with BSA requirements.
Maintain the confidentiality and security of members’ financial information.
Work Saturdays and perform other duties as assigned.