Customer Solutions Specialist

Ephrata National Bank • Akron, PA

2d • Onsite

About The Position

The Customer Solutions Specialist is responsible for demonstrating customer centricity while providing an exceptional sales and service experience through engaging in needs based conversations. Prioritizes customer’s financial well-being during every interaction. Stays up to date on products, services and processes to effectively assist customers in both service and sales interactions. Responsible to assist with branch operations and ensures compliance through the adherence of all policies and procedures. Supports the Bank’s mission, vision, and values by collaborating to achieve both the branch and individual goals.

Requirements

• High school degree or GED required.
• In the event that business needs require loan certification, training and MLO compliance requirements to obtain an NMLS number are required within a 12 month period.
• Ability to demonstrate good judgement and sound decision making.
• 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.
• Act as a self-motivated team player.
• Successful completion of all required training.
• Must have a professional appearance and manner.
• Expected to participate and complete appropriate educational classes as required.

Nice To Haves

• Associates degree preferred.
• 2-3 Years of retail experience, with demonstrated sales results, preferred.

Responsibilities

• Expands and nurtures the branch customer network through proactive sales and service initiatives.
• Enhances the customer experience by identifying solutions to improve and maintain their financial wellbeing.
• Collaborate with a team of financial partners to deliver a holistic approach to financial wellbeing.
• Enhances the customer experience by intentionally focusing on financial wellness discussions and problems solving for future needs.
• Introducing and demonstrating technology as a solution to meet customer needs and convenience.
• Manages risk through adherence to all policies and procedures, demonstrating sound judgment within established limits.
• Demonstrates a heightened scrutiny to identify and avoid loss.
• Participates in branch daily operations, ensuring they are completed in an efficient and accurate manner.
• Maintains a solid understanding of product and procedural knowledge to identify and solve customer problems effectively to drive customer loyalty.
• Stays knowledgeable, maintains and demonstrates an understanding of digital solutions and technology to support customers and solve problems.
• Demonstrate high proficiency in first contact (one-touch) resolution for issues with banking services and accounts.
• Demonstrates high level proficiency when opening consumer and business accounts, performing account maintenance, problem resolution and conducting routine transactions.
• Partners with the Community Banking Manager to execute on an aligned sales and customer experience strategy.
• Cultivate community relationships by participating in Bank sponsored events.
• Based upon business needs, may generate consumer loan applications and assist customers through the entire process. Lending certification is required inclusive of completing internal training and MLO compliance requirements.
• Demonstrate good judgement, problem solving and decision-making skills.
• Remain adaptable to policy, procedure, department structure, and overall company changes and environment.
• Assess the risk in each transaction and seek additional assistance, if necessary, in identifying possible fraudulent transactions.
• Conduct bank’s routine transactions within established guidelines (cash checks, accept deposits and loan payments, process withdrawals etc) with accuracy.
• Consistently exhibit a professional demeanor with internal and external customers.
• Assist the branch in maintaining cash levels and controls.
• Assist the branch in maintaining audit and compliance requirements.
• Complete other duties that may be assigned by management.

Benefits

• medical plans with prescription drug coverage
• health savings account and/or flexible spending account
• dependent care flexible spending account
• dental and 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

What This Job Offers

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