Ephrata National Bank

Customer Specialist

• Process bank-by-mail transactions, including deposits, payments, account maintenance requests, and routine customer transactions
• Respond to customer inquiries through secure messaging, chat, and other digital channels
• Serve as the primary contact for online account-opening inquiries and newly opened account onboarding
• Provide guidance, coordinate issue resolution, assist with documentation and digital service setup, and complete follow-up
• Manage risk by adhering to policies, procedures, risk controls, and established limits
• Participate in daily team operations
• Serve as a backup for the Customer Solutions Center by handling live incoming calls as needed
• Provide account support, problem resolution, and guidance on banking solutions
• Conduct proactive customer outreach for relationship deepening, service follow-up, digital adoption, retention, and financial-needs identification
• Maintain knowledge of bank products, services, digital solutions, account processes, and contact center procedures
• Compose customer-focused secure messages, chat responses, follow-up communications, and reports
• Partner with the Customer Solutions Center Manager and team members on service, sales, operational, and customer experience strategies
• Support customer engagement initiatives and bank-sponsored outreach efforts
• Assist with audit and compliance requirements
• Complete other duties assigned by management

Digital Customer Solutions Specialist