Customer Solutions Team Lead

Ephrata National Bank • Denver, PA

11h • $23 - $33

About The Position

The Customer Solutions Team Lead manages 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, mentors, and supports the Retail Branch Team, oversees cash handling and transaction processing, and serves as the first-level escalation point for operational guidance, fraud prevention, and customer experience complaints. The position also supports branch audits, scheduling, operational reporting, cash ordering, and cross-training of Customer Specialists and Customer Transaction Specialists. It has no supervisory responsibilities. Days and hours vary according to branch needs, and schedule flexibility is required. Some travel may be required.

Requirements

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

Nice To Haves

• Associate or bachelor’s degree.

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 hold conversations to understand their 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.
• Demonstrate 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 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.
• 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