Member Relationship Advisor 1

What will I be doing?

• Address the needs of our members to ensure their experience is truly exceptional.
• Handle member interactions that lead to a successful outcome and exceptional experience.
• Perform member transactions with accuracy while maintaining confidentiality.
• Identify solutions and make recommendations that deepen the member relationship and strengthen credit union relationship.
• Promote credit union products and services, based on account review, while assisting members.
• Advise, educate, and engage members on our suite of digital banking services.
• Maintain advanced knowledge level of Citadel’s consumer and business product lines to effectively recommend appropriate products and troubleshoot Citadel’s services.
• Collaborate with team members to achieve overall contact center goals and objectives.
• Consistently achieve or exceed member experience and production metrics.
• Continuous education on industry trends and best practices.
• Meet and comply with all the requirements set forth in the SAFE Act including but not limited to successful completion of the required background checks.
• Perform other duties as assigned.

What we are looking for?

• High school diploma; college degree preferred.
• 1-2 years of retail experience; contact center experience is a plus.
• Proficient knowledge and understanding of contact center technologies and data analysis.
• Proven track record of delivering exceptional service.
• Proven track record of strong goals performance.
• Exceptional communication and interpersonal skills.
• The ability to work under pressure.
• Integrity, accountability, and resilience.
• A fluent English-speaking person.

Performance Measurements

• Based on the Citadel corporate scorecard as well as departmental and individual goals.

Work Environment

• The noise level in the work environment is usually moderate.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• The employee is regularly required to sit, stand, talk and/or hear for extended periods.
• The employee is occasionally required to walk, stoop, kneel, crouch, or bend.
• The employee will be regularly required to walk and move fluidly within a Retail Office or Corporate Office environment.
• The employee must occasionally lift up to 20 pounds.
• The position requires close visual acuity.
• Community events can occur in a variety of locations including indoors, outside, or at local employers who partner with Citadel.
• There is infrequent travel, unless otherwise noted.

EEO Statement

Citadel is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, other protected status, such as race, religion, color, national origin, sex, age. We maintain a drug-free workplace and may perform pre-employment substance abuse testing.