Job Description

The Member Relationship Advisor reports to the Call Center Manager and is responsible for providing an outstanding experience to Citadel’s members, both existing and potential. Your main responsibilities include addressing inquiries and reviewing member relationships to ensure they benefit from our legendary products and services. Additionally, you will work collaboratively with the team to ensure smooth and efficient operations.

What will I be doing?

As a Member Relationship Advisor, you will address the needs of our members to ensure their experience is truly exceptional. The following tasks must be executed with high fidelity:

• 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?

The Member Relationship Advisor represents Citadel by working on behalf of our external and internal members. To successfully fill this role, you should meet and maintain these skills and values:

• 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 Resiliency.
• A fluent English-speaking person.

Performance Measurements

Performance is based on the Citadel corporate scorecard as well as departmental and individual goals.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Physical Demands

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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. 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.