Personal Banker II

Citadel•Springfield, PA

11d•Onsite

About The Position

The Personal Banker II creates and manages customer experiences by determining the accounts and services that meet individual financial needs. This customer-facing position drives sales through service, builds customer relationships, and contributes to organizational success. The role assists customers with routine and complex financial transactions, including opening accounts, deposits, withdrawals, and loan applications, and introduces customers to other credit union services such as credit cards, investments, insurance, and IRAs. Customer interactions are guided by Citadel Class Service principles: Accuracy, Value, Respect, and Convenience. The position provides service through in-person interactions, outbound calling campaigns, inbound call center assistance, and community events. It includes cash handling and counting by hand and with equipment such as cash recyclers, ATMs, and inline teller machines. The employee is expected to meet sales goals, maintain operational and financial safety, follow compliance and security requirements, and protect members’ financial information. Saturdays may be required. 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; the posting also separately lists 3 or more years of sales and face-to-face customer service experience.
High school diploma or equivalency.
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, supported by a strong customer service background.
Self-motivation and accountability for achieving goals.
Strong technical skills and ability to work with multiple systems, including CEB machines.
Knowledge of Citadel Credit Union products such as mortgages, auto loans, and home equity products.
Ability to meet SAFE Act requirements, including successful completion of required background checks and obtaining a unique identifier from the NMLS.
Ability to work Saturdays.
Ability to perform the physical functions described in the posting, including sitting, standing, speaking and/or hearing for extended periods; walking and moving around an office; occasional stooping, kneeling, crouching, bending, and lifting up to 20 pounds; and close visual work.

Nice To Haves

Prior financial industry experience.
Cash handling experience.
NMLS credential.
Notary credential.

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 or sell products and services that meet customers’ financial needs, and achieve monthly, quarterly, and semi-annual sales goals.
Accurately complete customer financial transactions, 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 intended to help customers meet their financial goals.
Serve customers in person, through outbound calling campaigns, by assisting with inbound call center calls, and at community events.
Develop 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 sound decision making and knowledge of applicable processes.
Follow Citadel operational compliance and security policies and applicable state and federal laws.
Stay aware of industry trends, scams, and risks or threats and 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 NMLS identifier.
Complete annual Bank Secrecy Act training and maintain confidentiality of members’ financial information.
Work Saturdays as needed.
Perform other duties as assigned.