Job Description

The Virtual Banking Relationship Advisor II reports to the Virtual Banking 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 Virtual Banking Relationship Advisor II, 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 through chat, email, & video calls that lead to a successful outcome and exceptional experience.
• Successfully handle and convert sales leads via inbound phone channel from the Call Center.
• Evaluate member scenarios through a critical thinking approach to decision-making that ensures a positive & desired outcome.
• Perform member service activities for a broad range of products, services, and problem resolution through inbound and digital channels.
• Promote credit union products and services, based on account review, while assisting members.
• 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.

This position can be hybrid or remote.

What we are looking for?

The Virtual Banking Relationship Advisor II 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.
• 2-4 years of retail and/or contact center experience is required.
• 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.