Digital Customer Solutions Specialist

Ephrata National Bank • Ephrata, PA

7d • $20 - $29

About The Position

The Digital Customer Solutions Specialist works in a contact center environment and delivers customer service and operational support through digital and virtual channels. The role processes bank-by-mail transactions, responds to customer inquiries through secure messaging and chat, and supports customers with account, service, and digital banking needs. It also provides backup coverage for live incoming calls and conducts proactive outreach to strengthen customer relationships, identify financial needs, and connect customers with appropriate solutions.

The Specialist prioritizes customer financial well-being, maintains knowledge of bank products, services, systems, and procedures, and complies with bank policies, procedures, and regulatory requirements. The role collaborates with team members and business partners to support the Bank’s mission, vision, values, and Customer Solutions Center goals. Days and hours vary based on business needs, and schedule flexibility is required. Some travel may be required.

Requirements

• High school diploma or GED required.
• 2–4 years of relevant experience.
• Demonstrated ability to engage customers in valuable conversations, ask thoughtful questions, listen actively, understand financial needs and goals, and recommend appropriate solutions.
• Strong problem-resolution skills, including assessing concerns, identifying root causes, evaluating options, making sound decisions, and following through while managing risk.
• High level of integrity.
• Strong written communication skills, including the ability to compose clear, accurate, concise, professional, grammatically correct, logically organized, customer-focused correspondence, secure messages, chat responses, follow-up communications, and reports.
• Excellent listening, verbal, and written communication skills, including professional communication by phone, secure message, and chat.
• Detail-oriented and well-organized, with the ability to multitask across systems, communication channels, and customer priorities.
• Excellent relationship-building skills.
• Self-motivated team player.
• Ability to mentor and guide team members in resolving customer issues.
• Ability to complete all required training.
• Professional appearance and manner.
• Ability to meet the physical demands described, including regularly talking or hearing and frequently standing, walking, handling objects, and reaching; the position may involve long periods of standing.
• Flexibility of schedule to meet business needs, including coverage of calls, digital channels, bank-by-mail processing, and proactive outreach.

Nice To Haves

• Associate’s degree preferred.
• 1–3 years of customer service experience in a contact center, digital banking, retail banking, or similar customer-facing environment preferred.

Responsibilities

• Process bank-by-mail transactions, including deposits, payments, account maintenance requests, and other routine transactions, accurately and in accordance with procedures and risk controls.
• Respond to customer inquiries through secure messaging, chat, and other digital channels, providing timely, professional, accurate service and supporting first-contact resolution.
• Serve as the primary point of contact for online account-opening inquiries and onboarding newly opened accounts; provide guidance, coordinate issue resolution, assist with documentation and digital service setup, and follow up appropriately.
• Manage risk by following policies and procedures, exercising sound judgment within established limits, and applying heightened scrutiny to help avoid losses.
• Participate in daily team operations and ensure tasks are completed efficiently and accurately.
• Back up the Customer Solutions Center by handling live incoming calls as business needs require and providing account support, problem resolution, and guidance on banking solutions.
• Conduct proactive outreach to support relationship deepening, service follow-up, digital adoption, customer retention, and customers’ financial well-being.
• Maintain knowledge of bank products, services, digital solutions, account processes, and contact center procedures to resolve customer needs and support loyalty.
• Communicate clearly and accurately with customers in secure messages and chat.
• Perform routine transactions, account maintenance, problem resolution, digital banking support, and customer education through virtual service channels.
• Partner with the Customer Solutions Center Manager and team members to execute service, sales, operational, and customer experience strategies.
• Support customer engagement initiatives and Bank-sponsored outreach as assigned.
• Use good judgment, problem-solving, and decision-making skills and adapt to changes in policies, procedures, department structure, and the company environment.
• Assess risk in each transaction and seek assistance when needed to identify possible fraud.
• Complete customer transactions and requests accurately, confidentially, and with attention to detail within established guidelines.
• Maintain a professional demeanor with internal and external customers.
• Assist with audit and compliance requirements.
• Complete other duties assigned by management.

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