Customer Solutions Team Lead

Ephrata National Bank • Myerstown, PA

9h • $23 - $33

About The Position

This position manages the daily operations and risk monitoring of the branch teller function, ensuring customer transactions are handled accurately and efficiently while providing excellent customer service and maintaining professionalism. The role coaches and supports the Retail Branch Team, oversees teller-line operations, and serves as a first-level escalation point for operational guidance, fraud prevention, and customer experience complaints. It does not have supervisory responsibilities.

The position operates in a professional work environment and routinely uses standard office equipment. Workdays and hours vary according to branch needs, and schedule flexibility is required. Some travel may be required. The role may involve long periods of standing.

Requirements

• High school degree or GED required.
• Six years of relevant experience.
• Maintain a high level of integrity.
• Excellent listening, verbal, and written communication skills.
• Detail-oriented, well-organized, and proficient at multitasking.
• Excellent relationship-building skills.
• Self-motivated team player.
• Successfully complete required Transaction Processing, Account Opening, and IRA training and obtain completion certificates.
• Professional appearance and demeanor.
• Flexibility of schedule to meet business needs.

Nice To Haves

• Associate or bachelor’s degree preferred.

Responsibilities

• Coach, mentor, and support the Retail Branch Team to promote strong performance and customer experience.
• Oversee daily cash handling and transaction processing.
• Support the team in maintaining accurate transaction records and complying with bank policies and procedures.
• Support the team in addressing and resolving customer inquiries and complaints.
• Help the team identify ways to improve customers’ financial well-being and conduct conversations to understand customer needs.
• Open consumer accounts and perform customer and account maintenance with a high level of proficiency.
• Conduct branch audits, scheduling, operational reporting, and cash ordering.
• Cross-train Customer Specialists and/or Customer Transaction Specialists on all teller-line tasks.
• Serve as the first-level escalation point for operational guidance, fraud prevention, and customer experience complaints.
• Embrace the Bank’s mission and values, take personal initiative, and set a positive example.
• Maintain a clean and organized work environment.
• Complete additional educational classes required by the job function.

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