Assistant Customer Solutions Center Manager

Ephrata National Bank • Ephrata, PA

19d • $54,167 - $78,000

About The Position

The Assistant Customer Solutions Center Manager (ACSCM) helps ensure the operational excellence of a virtual branch structured within a contact center environment. The role oversees and optimizes the branch’s sales, service, and operational functions while maintaining rigorous security procedures, audit controls, and regulatory compliance. The ACSCM works to provide a seamless customer experience and build a high-performing team through onboarding, coaching, and professional development. The position leads through influence and collaborates with teams across the organization. Proactive client engagement supports revenue growth, customer loyalty, and strong client relationships.

The role oversees virtual branch operations and audit processes, manages consumer lending and account opening, supports pipeline management and business results, and serves as an escalation point for complex customer needs. It has supervisory responsibilities, including recruiting, training, coaching, and performance management. The employee works in a professional environment using standard office equipment. Days and hours vary according to customer solutions center needs, and schedule flexibility is required. Some travel may be required.

Requirements

• High school degree or GED required.
• 2–4 years of progressive retail banking experience, including 1–2 years of people leadership experience.
• Demonstrated ability to effectively lead the employee life cycle process.
• NMLS registration required, or must be obtained within 6 months of role acceptance.
• Maintain a high level of integrity.
• Excellent listening, verbal, and written communication skills.
• Detail-oriented, well-organized, and proficient in multitasking.
• Excellent relationship-building skills.
• Self-motivated team player.
• Successfully complete required Account Opening, Consumer Lending, and IRA training and obtain completion certificates, as well as complete other assigned training.
• Professional appearance and demeanor.
• Participate in and successfully complete additional educational classes required by the job function.

Nice To Haves

• Associate or bachelor’s degree.

Responsibilities

• Collaborate with, coach, and manage the customer solutions center team to execute an aligned sales and customer experience strategy.
• Perform and manage all aspects of the Consumer Lending and Account Opening functions.
• Manage the sales pipeline and business results through formal management routines, inspecting, supporting, and coaching the branded sales process to achieve sales targets.
• Promote a team atmosphere that supports high-quality sales production and customer service.
• Use sound judgment and decision-making to serve customers and protect the bank from loss.
• Identify opportunities, coach team members, and make referrals to other areas of the bank, such as Cash Management, Commercial Lending, Residential Lending, and Wealth Solutions.
• Develop community relationships through social and bank-sponsored activities.
• Oversee virtual branch operations and audit processes to minimize risk and maintain compliance.
• Lead effective problem resolution, including serving as an escalation point for the branch team.
• Drive the employee experience, including recruiting, training, coaching, and leading the performance management process.
• Support the continued professional development of the branch team.
• Create and analyze reports.
• Provide phone support as needed and act as an escalation point for complex customer needs.
• Complete other duties assigned by management.

Benefits

• Medical plans with prescription drug coverage
• Health savings account and/or flexible spending account
• Dependent care flexible spending account
• Dental insurance
• Vision insurance
• Life insurance
• 401(k) program with employer match
• Employee Stock Purchase Plan
• Paid time off programs, including holiday pay, jury duty, and bereavement
• Disability insurance coverage
• Maternity and parental leave
• Educational assistance
• Wellness program with financial incentives
• Incentive-eligible compensation based on company, business, and/or individual performance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED