Member Relationship Specialist/ Outbound Sales

Function

The Member Relationship Specialist is responsible for delivering exceptional service to customers primarily through outbound calls to promote and sell Citadel's products and services. The Member Relationship Specialist provides customers with convenient options to manage their accounts and product solutions that meet their financial needs.

Through quality interactions that exceed customer expectations and are rooted in Citadel's guiding principles, the incumbent will establish a solid foundation of trust with each customer thereby positioning Citadel as the best choice for all their banking needs.

The Member Relationship Specialist is responsible for responding to routine and complex customer inquiries regarding the products and services as well as carrying out the duties and responsibilities listed below.

Job Overview

• Proactively contact current customers by telephone and electronic channels in support of various campaigns that are focused on expanding their Citadel relationship through products and services that meet their financial needs.

• Utilize the provided matrix to properly authenticate each caller prior to releasing any confidential account information. Always maintain confidentiality of customers' financial information.

• Maintain advanced knowledge level of Citadel's product lines in order to effectively recommend appropriate products and troubleshoot service issues.

• Discover customer needs through conversations, questions and a review of accounts while promoting and cross-selling products and services.

• Provide technical support and troubleshoot Citadel's digital products, such as online banking, mobile app, and bill pay.

• Generate qualified referrals to other departments for assistance with investments, business loans, and insurance requests to ensure the best customer experience possible.

• Increase and promote loan volume by cross-selling loan products to existing and prospective customers. Responsible for originating all loan types offered by Citadel to meet annual loan goal.

• Accurately complete customer transactions while maintaining confidentiality.

• Utilize strong listening, communication and problem-solving skills while diplomatically handling and/or resolving customer issues.

• On a limited basis, service inbound calls to support the Inbound Contact Center

• Comply with all Contact Center policies, processes and procedures.

• Meet and comply with all requirements set forth in the SAFE Act including but not limited to successful completion of the required background checks and obtaining a unique identifier from the NMLS.

• Remain compliant with the Bank Secrecy Act by completing annual BSA training.

• Perform other duties as assigned.

Qualifications and Education Requirements

Work Experience

• 2+ years of retail, sales and customer service experience required.

• Experience working in an outbound sales Call Center is highly preferred!

• B-lingual preferred!

• Experience in driving new business to meet monthly sales goals is highly preferred!

• Excellent listening and verbal communication skills (tone, pace, volume, enunciation, pronunciation, etc,)

Education

• High school diploma or equivalency

• College Degree preferred

#Citadel