| Job Description : |
Function
Citadel’s Financial Service Representatives are on the front line of our retail offices and are relied upon to perform our customers’ daily banking transactions. In this teller position it is necessary to balance quality customer service with the convenience of accurate and timely transactions. As a member of our Retail Delivery Network, FSR’s are essential to building quality relationships with our customers by providing them a positive banking experience.
Our Representatives are expected to inform our customers of the many different products and services we offer to enhance their banking experience with Citadel. FSR’s are required to initiate cross-sell opportunities of these products with the purpose of enhancing their relationship with Citadel. Through quality customer interactions that exceed expectations and are rooted in the four guiding principles of Citadel Class Service (Accuracy, Value, Respect and Convenience), incumbent will establish a solid foundation of trust with each and every customer thereby positioning Citadel as the best choice for all their banking needs.
Duties and Responsibilities
Demonstrate Citadel Class Service Principles of Accuracy, Convenience, Respect, and Value.
Meet or exceed team performance goals, such as customer service, sales, and production.
Accurately perform customers’ financial transactions by producing quality work. Role will include cash handling and counting, both by hand and via technology such as Cash Recyclers, ATMs’, and/or Inline Teller Machines.
Be knowledgeable of all financial services offered by Citadel.
Educate and provide customers with product and/or service information.
Recognize and initiate sales opportunities to increase and maintain long-term Citadel relationships.
Retain profitable households through effective sales and customer service skills.
Maintain an awareness of competitors’ services.
Be self-motivated, confident, and assertive while handling heavy customer contact.
Exhibit strong teamwork capabilities while working in an office environment.
Communicate clearly and effectively in a variety of settings, both verbal and written.
Comply with Citadel’s operation and security procedures.
Remain compliant with the Bank Secrecy Act by completing annual BSA training.
Maintain awareness of scams and risk threats that have potential to create a loss for Citadel or its members.
Maintain confidentiality of members financial information in a secure and secure manner
Ability to work Saturday hours.
Perform other duties as assigned
Qualifications and Education Requirements
Work Experience
1 year of customer service and cash handling experience
6 months + sales experience
2+ years of customer service, cash handling and sales experience preferred
Previous banking experience preferred
Demonstrate professionalism through dress and demeanor
Ability to navigate multiple software applications
Ability to achieve sales goals through outstanding service
Ability to adapt quickly to change and handle multiple tasks throughout the day
Ability to handle pressure, does not easily get overwhelmed
Desire to provide superior customer service and get to know members
Ability to handle basic and intermediate computer skills.
Excellent communication and problem solving skills. Demonstrates adaptability when interacting with customers. Maintain confidentiality, promote integrity, and support the corporate mission.
Education
High school diploma or equivalency
Performance Measurements
Performance metrics will be established each year based on corporate and strategic goals.
Work Environment.
The noise level in the work environment is usually moderate. Employees may experience swings in work-related demands placed upon them by members.
Physical Demands
While performing the duties 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.
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. |
