Personal Banker II

Citadel Credit Union•Philadelphia, PA

20d

About The Position

The Personal Banker II creates and manages the customer experience by identifying accounts and services that meet customers’ individual financial needs. This customer-facing role drives sales through service, builds and expands customer relationships, and supports the organization’s success. The incumbent assists with routine and complex financial transactions, including account opening, deposits, withdrawals, and loan applications, and cross-sells credit union 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, with the goal of establishing trust and positioning Citadel as a preferred banking provider. The role involves cash handling, sales and service interactions across in-person and other channels, and collaboration with internal business partners and specialists. The incumbent must follow operational, security, compliance, and legal requirements, maintain the confidentiality of members’ financial information, and complete SAFE Act and Bank Secrecy Act requirements. The position requires the ability to work Saturdays. Performance metrics are established annually based on corporate and strategic goals.

Requirements

At least 2 years of sales and face-to-face customer service experience.
High school diploma or equivalency.
PC literacy.
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.

Nice To Haves

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

Responsibilities

Provide courteous and efficient customer service, applying Citadel’s Class Service principles and exceeding customer expectations.
Identify opportunities to promote Citadel products and services to meet customer needs and achieve monthly, quarterly, and semi-annual sales goals.
Perform customer financial transactions accurately, including cash handling and counting by hand and with cash recyclers, ATMs, and/or 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.
Develop and maintain relationships with business partners and specialists 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.
Stay informed about industry trends, scams, risks, and threats and understand their impact on customers and the organization.
Interact professionally and respectfully with coworkers, management, customers, and vendors, and foster Citadel’s corporate culture.
Comply with SAFE Act requirements, including successful completion of required background checks and obtaining a unique identifier from NMLS.
Complete annual BSA training and comply with Bank Secrecy Act requirements.
Maintain confidentiality and security of members’ financial information.
Work Saturdays.
Perform other duties as assigned.