Personal Banker II - Bilingual Spanish and English Preferred!

Citadel•Philadelphia, PA

About The Position

The Personal Banker II creates and manages customer experiences by identifying accounts and services that meet customers’ individual financial needs. This customer-facing role drives sales through service, develops customer relationships, and supports the organization’s success. The position assists customers with routine and complex financial transactions, including opening accounts, deposits, withdrawals, and loan applications, and introduces other credit union offerings such as credit cards, investments, insurance, and IRAs. Customer interactions should reflect Citadel Class Service principles: Accuracy, Value, Respect, and Convenience. The role serves customers in person and through other channels, including outbound calling campaigns, inbound call-center assistance, and community events. It includes cash handling and the use of cash-processing technology. The employee must follow operational, security, and legal requirements, protect members’ financial information, and meet applicable SAFE Act and Bank Secrecy Act requirements. The position requires Saturday availability. The work environment typically has a moderate noise level and may involve changing work demands. Community events may take place indoors, outdoors, or at local employer locations.

Requirements

At least 2 years of sales and face-to-face customer service experience; the posting also states 3 or more 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 direction.
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.

Nice To Haves

Bilingual Spanish and English skills are preferred.
Prior financial industry experience.
Cash handling experience.
NMLS experience or credential.
Notary qualification.
Knowledge of Citadel Credit Union products such as mortgages, auto loans, and home equity products.

Responsibilities

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