Virtual Customer Solutions Specialist

Ephrata National Bank

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

Posted 11/11/2026full-timeEphrata • Pennsylvania • United StatesMid-LevelSenior💰 $20 - $29 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates proficiency in customer service and sales within a banking environment, focusing on financial wellbeing and compliance. Capable of building relationships and collaborating with team members to achieve business goals and enhance customer experiences.

Highest-signal resume keywords

Customer Service ExcellenceSales ExperienceFinancial Wellness DiscussionsRisk ManagementRelationship Building

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account MaintenanceFirst-Contact ResolutionNeeds-Based ConversationsProblem SolvingSales Results

Soft Skills

Excellent Communication SkillsDetail-OrientedSelf-Motivated Team PlayerGood JudgmentOrganizational Skills

Tools & Technologies

Technology Solutions

Certifications & Qualifications

High School Degree or GEDAssociate Degree Preferred

Industry Keywords

Bank ProductsFinancial WellbeingAudit and ComplianceRetail ExperienceCustomer Solutions Center

About the role

Key responsibilities & impact

Work within a virtual branch structured as a contact center
Provide exceptional sales and service experiences through needs-based conversations
Prioritize customers’ financial well-being during every interaction
Assist customers with service and sales interactions involving bank products, services, and processes
Expand and nurture the bank customer network through proactive sales and service initiatives
Identify solutions to improve and maintain customers’ financial wellbeing
Collaborate with financial partners to deliver a holistic approach to financial wellbeing
Conduct financial wellness discussions and solve problems for future needs
Introduce and demonstrate technology solutions
Manage risk by adhering to policies and procedures and identifying potential fraudulent transactions
Participate in daily team operations and complete tasks efficiently and accurately
Achieve business segment goals through exceptional customer service measured by observation and quality call score metrics
Open consumer and business accounts, perform account maintenance, resolve problems, and conduct routine transactions
Demonstrate proficiency in first-contact resolution for banking services 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 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