Member Relationship Advisor 1

Job Overview

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.