Senior Virtual Customer Solutions Specialist

Ephrata National Bank • Ephrata, PA

4d • $22 - $31 • Remote

About The Position

The Senior Virtual Customer Solutions Specialist works within a virtual branch structured in a contact center environment. They are responsible for demonstrating customer centricity while providing an exceptional sales and service experience through engaging in needs-based conversations, prioritizing the customer’s financial well-being during every interaction. This role requires staying up-to-date on products, services, and processes to effectively assist customers in both service and sales interactions. The Senior Virtual Customer Solutions Specialist will also mentor and educate within the retail division, develop sales plans, and execute outbound calling campaigns with current clients aligned with the financial well-being strategy. They are responsible for assisting with customer solutions center operations and ensuring compliance through adherence to all policies and procedures, while supporting the Bank’s mission, vision, and values by collaborating to achieve both the virtual branch and individual goals.

Requirements

• High school degree or GED required.
• 4-6 years of related experience
• NMLS registration required, or must be obtained within 6 months role acceptance
• Ability to demonstrate good judgement and sound decision making
• 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 training
• Must have a professional appearance and manner
• Expected to participate and successfully complete appropriate educational classes as required

Nice To Haves

• Associates degree preferred.
• 2-3 years of demonstrated customer service delivery and resolution experience, preferred

Responsibilities

• Manage a superior level of inbound and/or outbound calls in a timely manner.
• Expand and nurture the bank customer network through proactive sales and service initiatives.
• Enhance the customer experience by identifying solutions to improve and maintain their financial well-being.
• Collaborate with a team of financial partners to deliver a holistic approach to financial well-being.
• Enhance the customer experience by intentionally focusing on financial wellness discussions and problem-solving for future needs.
• Introduce and demonstrate technology as a solution to meet customer needs and convenience.
• Manage risk through adherence to all policies and procedures, demonstrating sound judgment within established limits.
• Demonstrate heightened scrutiny to identify and avoid loss.
• Participate in team daily operations, ensuring they are completed in an efficient and accurate manner.
• Achieve business segment goals by delivering exceptional customer service measured through observation and quality call score metrics.
• Maintain a solid understanding of product and procedural knowledge to identify and solve customer problems effectively to drive customer loyalty.
• Stay knowledgeable, maintain and demonstrate an understanding of digital solutions and technology to support customers and solve problems.
• Demonstrate high proficiency in first contact (one-touch) resolution for issues with banking services and accounts.
• Demonstrate high-level proficiency when opening consumer and business accounts, performing account maintenance, problem resolution, and conducting routine transactions.
• Partner with the Customer Solutions Center Manager to execute on an aligned sales and customer experience strategy.
• Assist leadership in proactive outbound sales and financial well-being strategy.
• Assist in mentoring and developing virtual branch employees.
• Provide education within job family meetings to enhance skill sets.
• Generate consumer loan applications and assist customers through the entire process.
• Act as escalation point for complex customer solutions and lending requests.
• Cultivate community relationships by participating in Bank sponsored events.
• Demonstrate good judgment, problem-solving, and decision-making skills.
• Remain adaptable to policy, procedure, department structure, and overall company changes and environment.
• Assess the risk in each transaction and seek additional assistance, if necessary, in identifying possible fraudulent transactions.
• Conduct bank’s routine transactions within established guidelines with accuracy.
• Consistently exhibit a professional demeanor with internal and external customers.
• Complete other duties that may be assigned by management.

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
• a robust wellness program with financial incentives

What This Job Offers

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