Customer Solutions Specialist

Ephrata National Bank • Denver, PA

2d • $20 - $29 • Onsite

About The Position

The Customer Solutions Specialist is responsible for demonstrating customer centricity by providing exceptional sales and service experience through need-based conversations. Prioritizes customers’ 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 for assisting with branch operations and ensuring compliance through adherence to 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.
• 2 to 4 years of relevant experience.
• Ability to demonstrate good judgment 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 successfully complete appropriate educational classes as required.

Nice To Haves

• Associate's degree preferred.
• Retail experience, with demonstrated sales results, preferred.
• If business needs require loan certification, training, and MLO compliance requirements to obtain an NMLS number, they must be met within a 12-month period.

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 well-being.
• Collaborate with a team of financial partners to deliver a holistic approach to financial well-being.
• Enhances the customer experience by intentionally focusing on financial wellness discussions and problem-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 efficiently and accurately.
• 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 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, including completing internal training and MLO compliance requirements.
• Demonstrate good judgment, 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 the 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
• a robust wellness program with financial incentives

What This Job Offers

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