Job Description

FUNCTION

**WE ARE OFFERING A $500.00 SIGN ON BONUS TO BE PAID AFTER SIX MONTHS OF CONTINUED EMPLOYMENT IF HIRED BETWEEN MAY 2ND THROUGH JULY 31ST!   NOT APPLICABLE TO CURRENT CITADEL EMPLOYEES.

The Video Chat Specialist II-Virtual Banking is responsible for delivering exceptional service to customers and prospective customers using video and chat banking software and other electronic programs including but not limited to email and web messaging. The Video Chat Specialist will handle member's daily banking needs, open new accounts, assesses loan needs, and submit loan applications for credit analyst. The Video Chat Specialist must have advanced knowledge of Citadel’s product lines and be proficient in the technology used to service the customer base.

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

DUTIES AND RESPONSIBILITIES

• Respond to video and chat banking and/or multimedia inquiries while meeting established metrics and upholding the Member Care Team’s service level agreements.
• Represent Citadel by presenting positive and professional image.
• Utilize the provided matrix to properly authenticate each video and chat session prior to releasing any confidential account information.  Always maintain confidentiality of customers’ financial information.
• Maintain advanced knowledge level of Citadel’s product lines to effectively recommend appropriate products and troubleshoot Citadel’s digital service.
• Open new membership accounts and obtain all needed documentation to meet compliance standards.
• Discover customer needs through conversations, questions, and a review of accounts while promoting and cross-selling products and services.
• 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.
• Ensures positive relationships with the retail market staff and internal departments.
• Comply with all 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:

• Two years of retail, banking, sales, and customer service industry experience.
• Virtual Banking experience preferred.

EDUCATION

•  High school diploma or equivalency required. College degree preferred.

TECH KNOWLEDGE

• Ability to navigate multiple software applications.  Enhanced ability and willingness to learn new programs, software, and technology. Strong knowledge of Microsoft Office Suite

ADDITIONAL SKILLS

• Effective sales skills.  Excellent and effective verbal and written communication skills including spelling, grammar, and sentence structure, needed to interact online in a conversational manner that promotes dialogue and establishes rapport

Company Description

For more than 80 years, Citadel has steadily grown and offered stability to our customers, community, and employees. Today, Citadel provides banking, investments, and insurance services to more than 200,000 customers. As we continue to expand, we remain committed to providing the very best value to our customers. At over $3 billion in assets, we are one of the Greater Philadelphia area’s largest locally owned financial institutions, proudly serving residents of Bucks, Chester, Delaware, Lancaster, Montgomery, and Philadelphia counties. In 2018, Citadel was ranked number one among all credit unions in Pennsylvania for providing value to our customers by Callahan & Associates, and was named one of the best performing credit unions in the nation by SNL Financial. To learn more, visit CitadelBanking.com.