Customer Transaction Specialist

Ephrata National Bank•North East, MD

8h•Onsite

About The Position

The Customer Transaction Specialist plays a key role within the Retail Banking team, serving as the first point of contact for customers in the branch. This position is responsible for providing efficient, accurate, and friendly service during every interaction, ensuring that all financial transactions are processed with the highest level of care and professionalism. The ideal candidate will be skilled in balancing routine transactions with problem-solving, capable of supporting a wide range of account-related needs, and committed to delivering a best-in-class customer experience.

Requirements

High school degree or GED required.
Excellent listening, verbal and written communication skills.
Must have a professional appearance and manner.
Expected to participate and successfully complete appropriate educational classes as required.
Focused on Customer Needs-Dedication to serving customers enthusiastically both internally and externally.
Proficient in understanding and prioritizing customer satisfaction, integrating these principles into all business decisions, and utilizing insight to develop tailored customer solutions.
Understanding of effective communication methods, tools and techniques; ability to deliver, receive, and interpret ideas, information, and needs through applying appropriate communication behaviors.
Ability to manage multiple objectives, projects, customers, or activities, making effective judgments as to prioritizing and time allocation.
Ability to anticipate and resolve operational and procedural problems; utilize this knowledge appropriately to diverse situations to solve customer issues while minimizing risk for the bank.
Promotes a sense of urgency and assumes responsibility while following through on commitments and working to achieve sales goals.

Nice To Haves

2-4 years of relevant experience (will consider experience within various industries that offer a transferable skill set)

Responsibilities

Process a variety of branch transactions accurately and efficiently, including: Cash and check deposits, Loan and credit card payments, Internal and external funds transfers, Processing of negotiable instruments (checks, drafts), Issuance of official checks and money orders
Follow all policies, procedures, and applicable regulations to ensure compliance and mitigate risk.
Assist customers with opening new consumer deposit accounts, including checking, savings, CDs, and money market accounts.
Guide customers through account features, disclosures, and documentation.
Ensure all account opening activities are completed accurately, securely, and in compliance with regulatory requirements (e.g., CIP, BSA/AML).
Provide prompt, courteous, and knowledgeable support for a wide range of customer banking needs, including: Debit card issuance, activation, replacements, and dispute assistance, Stop payment requests and check reorders, Navigation and troubleshooting for online and mobile banking platforms, Setting up travel notifications and fraud alerts, General account maintenance such as address changes or name updates
Investigate and resolve basic account discrepancies and service issues.
Create a welcoming environment by proactively engaging with customers and building rapport.
Actively listen to understand customer goals and identify appropriate banking solutions.
Educate customers on digital banking tools and self-service options to enhance their banking experience.
Educate customers on ENB’s digital tools and self-service channels to enhance convenience and financial confidence.
Recognize opportunities to improve a customer’s financial wellness.
Refer customers to ENB business partners as appropriate, including: Consumer Lending (auto loans, personal loans, home equity lines), Mortgage Banking, Small Business Banking, Investment and Wealth Management, Merchant Services, Commercial Lending, Agriculture Lending, Cash Management
Maintain precise and error-free transaction processing and recordkeeping.
Balance cash drawer daily, ensuring accuracy and security of negotiable items.
Adhere to internal controls, operational procedures, and all regulatory compliance standards.
Assist in branch operational duties as needed, including audits, reporting, and branch security protocols.