• Address the needs of our members to ensure their experience is truly exceptional • 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

• Serve as a consultative strategic partner and expert in recruitment. • Responsible for full-cycle recruitment including sourcing, pre-screening, and interviewing. • Research, develop, and implement effective recruiting strategies. • Conduct interviews and provide informed recommendations on hiring decisions. • Support the Talent Acquisition Department with special projects as needed. • Facilitate and implement the recruitment process for all staff levels. • Analyze client requirements and collaborate with hiring managers. • Screen candidates and provide recommendations for hiring. • Perform salary analysis and recommend competitive offers. • Establish strong consultative relationships with hiring managers and candidates. • Lead and support HR projects and recruitment initiatives. • Promote and attend networking events and job fairs.

• Conduct Retirement Readiness Reviews, as well as other individual meetings and group presentations, with targeted participants using consultative expertise to improve retirement outcomes • Develop and maintain strategic partnerships with key stakeholders for each location within assigned territory or for assigned employer-sponsored plans • Conduct one-on-one virtual and on-site group meeting by using various technologies in a professional manner • Manage meeting schedule, including travel booking • Create and execute dynamic business plans and tactics to drive positive retirement income objectives for participants • Document interactions in Salesforce and collect required information to adhere to guidelines for regulatory compliance • Achieve plan level and individual goals to help achieve service level agreements and business results • Participate in client meetings, sales finals, or other external meetings as needed • Work collaboratively across internal service and management teams to improve effectiveness

• Conduct Retirement Readiness Reviews, as well as other individual meetings and group presentations, with targeted participants using consultative expertise to improve retirement outcomes • Develop and maintain strategic partnerships with key stakeholders for each location within assigned territory or for assigned employer-sponsored plans • Conduct one-on-one virtual and on-site group meeting by using various technologies in a professional manner • Manage meeting schedule, including travel booking • Create and execute dynamic business plans and tactics to drive positive retirement income objectives for participants • Document interactions in Salesforce and collect required information to adhere to guidelines for regulatory compliance • Achieve plan level and individual goals to help achieve service level agreements and business results • Participate in client meetings, sales finals, or other external meetings as needed • Work collaboratively across internal service and management teams to improve effectiveness