Customer Solutions Specialist

Decision Six - Ephrata, PA

Full-time - Entry Level

Ephrata, PA

About the position

The Customer Solutions Specialist at Ephrata National Bank is responsible for providing exceptional customer service and sales support while prioritizing the financial well-being of customers. This role involves engaging in needs-based conversations, assisting with branch operations, and ensuring compliance with policies and procedures. The specialist collaborates with financial partners to enhance customer experiences and supports the bank's mission and goals.

Responsibilities

• Expand and nurture the branch customer network through proactive sales and service initiatives.
• Enhance the customer experience by identifying solutions to improve and maintain their financial wellbeing.
• Collaborate with a team of financial partners to deliver a holistic approach to financial wellbeing.
• Focus 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.
• Participate in branch daily operations, ensuring they are completed efficiently and accurately.
• Maintain a solid understanding of product and procedural knowledge to identify and solve customer problems effectively.
• Stay knowledgeable about digital solutions and technology to support customers and solve problems.
• Demonstrate high proficiency in first contact resolution for issues with banking services and accounts.
• Open consumer and business accounts, perform account maintenance, problem resolution, and conduct routine transactions.
• Partner with the Community Banking Manager to execute on an aligned sales and customer experience strategy.
• Cultivate community relationships by participating in Bank sponsored events.
• Generate consumer loan applications and assist customers through the entire process, if business needs require it.
• 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.
• Conduct routine transactions within established guidelines with accuracy.
• Exhibit a professional demeanor with internal and external customers.
• Assist the branch in maintaining cash levels and controls.
• Assist the branch in maintaining audit and compliance requirements.
• Complete other duties as assigned by management.

Requirements

• High school degree or GED required; Associate's degree preferred.
• 2-3 years of retail experience with demonstrated sales results preferred.
• Ability to demonstrate good judgment 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.
• Self-motivated team player.
• Successful completion of all required training.
• Professional appearance and manner.

Nice-to-haves

• Experience in the banking or financial services industry.
• Familiarity with digital banking solutions and technology.

Benefits

• Competitive salary
• Full-time hours with day and weekend shifts
• Opportunities for professional development and training