Personal Banker II

Citadel Federal Credit Union; West Chester (Chester County); On-site; USD 35,000 - 50,000; Full time

Job summary

A leading financial institution is seeking a Customer Service Representative to enhance customer experiences and drive sales. The role requires strong interpersonal skills and a commitment to exceeding customer expectations through effective service and relationship building. Candidates should have a high school diploma and relevant experience in sales and customer service.

Qualifications

• At least 2 years of sales and face-to-face customer service experience.
• Financial industry experience preferred.
• Proficiency in PC usage and multiple software applications.

Responsibilities

• Assist customers with routine and complex financial transactions.
• Drive sales through service by developing positive customer relationships.
• Ensure operational safety and compliance with policies and laws.

Skills

Sales Ability

Attention to Detail

Teamwork

Communication

Professionalism

Education

High School Diploma or equivalent

Tools

PC usage

Multiple software applications

Job description

Job Description

The incumbent will create and manage the customer experience by determining the types of accounts and services needed to meet individual financial needs. They will drive sales through service by developing positive customer relationships and proactively seeking opportunities to expand these relationships, contributing to the organization's success.

This role involves assisting customers with routine and complex financial transactions, including opening accounts, deposits, withdrawals, loan applications, and cross-selling services like credit cards, investments, insurance, and IRAs. The focus is on exceeding customer expectations through interactions rooted in Citadel's four guiding principles: Accuracy, Value, Respect, and Convenience, establishing trust and positioning Citadel as the preferred banking choice.

Duties and Responsibilities

1. Demonstrate courtesy and efficiency, consistently exceeding expectations and applying Citadel’s Class Service Principles.
2. Recognize opportunities to promote Citadel’s products and services to meet customer needs and achieve sales goals.
3. Perform financial transactions accurately, including cash handling via various technology platforms.
4. Add value by offering consultative services aligned with customers’ financial goals.
5. Serve customers through multiple channels: in-person, outbound calls, inbound call center, and community events.
6. Develop relationships with business partners to maximize sales opportunities.
7. Ensure operational safety and soundness through sound decision-making and compliance with policies and laws.
8. Stay informed on industry trends, scams, and risks, understanding their impact on customers and the organization.
9. Interact professionally and respectfully with co-workers, management, customers, and vendors, fostering Citadel’s culture.
10. Meet SAFE Act and BSA training requirements, maintaining confidentiality of financial information.
11. Work Saturdays as needed and perform other duties as assigned.

Qualifications and Education

Experience

• At least 2 years of sales and face-to-face customer service experience; 3+ years preferred.
• Financial industry experience, cash handling, NMLS, and Notary preferred.
• Proficiency in PC usage and multiple software applications.
• Strong sales ability, attention to detail, teamwork, communication, and professionalism.

Education

High School Diploma or equivalent.

Performance Measurements

Performance metrics will be established annually based on corporate and strategic goals.

Work Environment

The environment is typically moderate noise, with fluctuating demands based on member needs. Reasonable accommodations are available for disabilities.

Physical Demands

Regular sitting, standing, talking, and hearing; occasional walking, stooping, kneeling, crouching, bending, and lifting up to 20 pounds. Visual acuity is required. Community events may occur in various locations.

EEO Statement

Citadel is an equal opportunity employer, maintaining a drug-free workplace and conducting pre-employment testing. All qualified applicants will be considered regardless of protected status.