Customer Solutions Team Lead

Ephrata National Bank • East Earl Township, PA

1d • $23 - $33 • Onsite

About The Position

This position is responsible for managing daily operations and risk monitoring of the branch teller function and ensuring that all customer transactions are handled accurately and efficiently. You will be expected to provide excellent customer service and maintain a high level of professionalism at all times.

Requirements

• High school degree or GED required; associate or bachelor’s degree preferred.
• 6 years of relevant experience.
• 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 Transaction Processing, Account Opening, and IRA required training and obtainment of completion certificates.
• Must have a professional appearance and demeanor.
• Participate in and successfully complete all additional educational classes required by job function.

Responsibilities

• Coaches, mentors, and supports the Retail Branch Team to ensure optimal performance and customer experience.
• Oversee daily cash handling and transaction processing.
• Coaches, mentors, and supports the Retail Branch Team to maintain accurate records of all transactions.
• Coaches, mentors, and supports the Retail Branch Team to ensure compliance with bank policies and procedures.
• Coaches, mentors, and supports the Retail Branch Team to address and resolve customer inquiries and complaints.
• Coaches, mentors, and supports the Retail Branch Team to recognize ways to improve customers’ financial well-being and hold conversations to understand needs.
• Demonstrate high proficiency in opening consumer accounts and performing customer and account maintenance.
• Responsible for branch audits, scheduling, operational reporting, and cash ordering.
• Cross-train all Customer Specialists and/or Customer Transaction Specialists to know all tasks on the teller line.
• Act as first-level escalation point for operational guidance, fraud prevention, and customer experience complaints.
• Embraces the Bank’s mission and values by taking personal initiative and setting a positive example for others to follow.
• Maintain a clean and organized work environment.

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 and maternity and parental leave
• educational assistance
• a robust wellness program with financial incentives

What This Job Offers

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