Customer Solutions Specialist

Ephrata National Bank

. Work within a virtual branch structured as a contact center environment .

Posted 10/24/2026full-timeEphrata • Pennsylvania • United StatesMid-LevelSenior💰 $20 - $29 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing exceptional customer service and sales experiences within a banking environment, focusing on financial wellness and compliance. Proficient in relationship-building and problem-solving to enhance customer satisfaction and achieve business goals.

Highest-signal resume keywords

Customer Service ExcellenceSales ExperienceFinancial Wellness DiscussionsCompliance AdherenceRelationship Building

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Banking ProductsAccount MaintenanceTransaction Risk ManagementFraud DetectionNeeds-Based Customer Conversations

Soft Skills

Excellent Communication SkillsDetail OrientedOrganizational SkillsSelf-Motivated Team PlayerMentoring and Guidance

Tools & Technologies

Digital SolutionsCustomer Solutions Center

Certifications & Qualifications

High School Degree or GEDAssociate Degree Preferred

Industry Keywords

Retail BankingCustomer Experience StrategyAudit RequirementsProactive OutreachCommunity Relationships

About the role

Key responsibilities & impact

Work within a virtual branch structured as a contact center environment
Provide exceptional sales and service experiences through needs-based customer conversations
Prioritize customers’ financial well-being during every interaction
Assist customers with service and sales interactions involving banking products, services, and processes
Support virtual branch operations and ensure compliance with policies and procedures
Expand and nurture the bank customer network through proactive sales and service initiatives
Identify solutions that improve and maintain customers’ financial well-being
Collaborate with financial partners to deliver a holistic approach to financial wellness
Conduct financial wellness discussions and solve problems for future needs
Introduce and demonstrate technology and digital solutions to meet customer needs
Manage transaction risk and identify possible fraudulent transactions
Participate in daily team operations and complete work efficiently and accurately
Achieve business segment goals through exceptional customer service and quality call score metrics
Open consumer and business accounts, perform account maintenance, resolve problems, and conduct routine transactions
Deliver first-contact resolution for banking service and account issues
Partner with the Customer Solutions Center Manager on sales and customer experience strategy
Cultivate community relationships through bank-sponsored events
Maintain audit and compliance requirements
Complete other duties assigned by management

Requirements

What you’ll need

High school degree or GED required
Associate degree preferred
2–4 years of retail experience, with demonstrated sales results, preferred
Ability to demonstrate good judgment and sound decision-making
High level of integrity
Ability to read and write general reports and other correspondence
Excellent listening, verbal, and written communication skills
Detail oriented, well organized, and proficient in multitasking
Excellent relationship-building skills
Self-motivated team player
Ability to mentor and guide other team members with customer issue resolutions
Ability to complete all required training
Professional appearance and manner
Flexibility of schedule to meet business needs, including coverage of live incoming customer calls, digital channels, bank-by-mail processing, and proactive outreach efforts
Some travel may be required

Benefits

Comp & perks

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
Robust wellness program with financial incentives
Incentive-eligible compensation based on company, business, and/or individual performance
Some travel may be required