Digital Customer Solutions Specialist

Ephrata National Bank

. Process bank-by-mail transactions, including deposits, payments, account maintenance requests, and routine customer transactions .

Posted 9/18/2026full-timeEphrata • Pennsylvania • United StatesJuniorMid-Level💰 $20 - $29 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service within banking environments, focusing on account management, problem resolution, and compliance. Proficient in digital communication and relationship-building to enhance customer engagement and satisfaction.

Highest-signal resume keywords

Customer Service ExperienceProblem Resolution SkillsWritten Communication SkillsRisk Management SkillsDigital Banking Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Banking Transactions ProcessingAccount MaintenanceDigital Service SetupAudit and Compliance SupportTransaction Risk Assessment

Soft Skills

Active ListeningRelationship BuildingDetail-OrientedSelf-Motivated Team PlayerProfessional Communication

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

Contact CenterDigital BankingCustomer EngagementFinancial Needs IdentificationCustomer Solutions Center

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

High school diploma or GED required
2–4 years of relevant experience
1–3 years of customer service experience in a contact center, digital banking, retail banking, or similar customer-facing environment preferred
Ability to engage customers in valuable conversations, ask thoughtful questions, actively listen, understand financial needs and goals, and recommend appropriate solutions
Strong problem-resolution, judgment, decision-making, and risk-management skills
High level of integrity
Strong written communication skills, including clear, accurate, concise, and professional customer correspondence
Excellent listening, verbal, and written communication skills
Ability to communicate professionally by phone, secure message, and chat
Detail-oriented, well-organized, and proficient in multitasking across multiple systems, communication channels, and customer priorities
Excellent relationship-building skills
Ability to act as a self-motivated team player
Ability to mentor and guide 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 calls, digital channels, bank-by-mail processing, and proactive outreach
Ability to assess transaction risk and identify possible fraudulent transactions
Ability to maintain confidentiality and accuracy in routine banking transactions

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 eligibility based on company, business, and/or individual performance