Account Specialist II - Virtual Banking - REMOTE

Function

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.

Once you are hired, you will need to come to new employee orientation at our Citadel Corporate Headquarters in Exton, Pennsylvania on your first day of employment. Afterwards, you may need to come to our corporate headquarters for up to a week. until you are provided a laptop. This position is a remote position where you can train and work from home. Your training will be remotely for upwards to 60 days. On occasion, you must be able to come to the Corporate Headquarters in Exton for team meetings or face-to-face coaching. Interested applicants must reside within the Greater Philadelphia local area!

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

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)