Virtual Customer Solutions Specialist

Summary:

The Virtual Customer Solutions Specialist works within a virtual branch that is structured in contact center environment, and is responsible for demonstrating customer centricity while providing an exceptional sales and service experience through engaging in needs based conversations. Prioritizes customer's financial well-being during every interaction. Stays up to date on products, services and processes to effectively assist customers in both service and sales interactions. Responsible to assist with virtual branch operations and ensures compliance through the adherence of all policies and procedures. Supports the Bank's mission, vision, and values by collaborating to achieve both the customer solution center and individual goals.

Essential Functions:

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Expands and nurtures the bank customer network through proactive sales and service initiatives. Enhances 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.
• Enhances the customer experience by intentionally focusing on financial wellness discussions and problems solving for future needs. Introducing and demonstrating technology as a solution to meet customer needs and convenience.
• Manages risk through adherence to all policies and procedures, demonstrating sound judgment within established limits. Demonstrates a heightened scrutiny to identify and avoid loss. Participates in team daily operations, ensuring they are completed in an efficient and accurate manner.
• Achieve business segment goals by delivering exceptional customer service measured through observation and quality call score metrics.
• Maintains a solid understanding of product and procedural knowledge to identify and solve customer problems effectively to drive customer loyalty.
• Stays knowledgeable, maintains and demonstrates an understanding of digital solutions and technology to support customers and solve problems.
• Demonstrate high proficiency in first contact (one-touch) resolution for issues with banking services and accounts.
• Demonstrates high level proficiency when opening consumer and business accounts, performing account maintenance, problem resolution and conducting routine transactions.
• Partners with the Customer Solutions Center Manager to execute on an aligned sales and customer experience strategy.
• Cultivate community relationships by participating in Bank sponsored events.
• Demonstrate good judgement, 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, in identifying possible fraudulent transactions.
• Conduct bank's routine transactions within established guidelines with accuracy.
• Consistently exhibit a professional demeanor with internal and external customers.
• Assist in maintaining audit and compliance requirements.
• Complete other duties that may be assigned by management.

Required/Preferred Education and Experience:

• High school degree or GED required. Associates degree preferred.
• 2-4 Years of retail experience, with demonstrated sales results, preferred.
• Ability to demonstrate good judgment and sound decision-making.
• Maintain a 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.
• Act as a self-motivated team player.
• Ability to mentor and guide other team members with resolutions to customer issues.
• Ability to complete all required training.
• Must have a professional appearance and manner.

Competencies:

• ENB Operational and Functional Competencies
• Role Specific Competencies:
• Focused on Customer Needs-Dedication to serving customers enthusiastically both internally and externally. Proficient in understanding and prioritizing customer satisfaction, integrating these principles into all business decisions, and utilizing insight to develop tailored customer solutions;
• Effective Communications - Understanding of effective communication methods, tools and techniques; ability to deliver, receive, and interpret ideas, information, and needs through applying appropriate communication behaviors;
• Managing Multiple Priorities - Ability to manage multiple objectives, projects, customers, or activities, making effective judgments as to prioritizing and time allocation;
• Problem Solving - Ability to anticipate and resolve operational and procedural problems; utilize this knowledge appropriately to diverse situations to solve customer issues while minimizing risk for the bank; and
• Accountability - Promotes a sense of urgency and assumes responsibility while following through on commitments and working to achieve sales goals.

Supervisory Requirements:

There are no supervisory responsibilities in this job.

Work Environment:

This job operates in a professional work environment. This role routinely uses standard office equipment such as computers, monitors, mouse, keyboard, phones, printers, scanners, photocopiers, filing cabinets, calculator, and fax machines.

Physical Demands:

Ephrata National Bank promotes an equal opportunity workplace, which includes reasonable accommodations of otherwise qualified disabled applicants and employees. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. This position may have long periods of standing.

Position Type and Expected Hours of Work:

Days and hours of work vary based on the needs of the Customer Solutions Center. Flexibility of schedule to meet business needs, including coverage of live incoming customer calls, digital channels, bank-by-mail processing, and proactive outreach efforts, is required.

Hourly Rate: $20.00/hr. - $28.80/hr.

Pay Transparency:

Salaries may vary based on geographic location, market data, and individual skills, experience, and education. This role is incentive-eligible, with payment based on company, business, and/or individual performance.

Benefits:

Additionally, as part of our Total Rewards program, Ephrata National Bank offers a comprehensive benefits package to eligible employees. This includes 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 and Employee Stock Purchase Plan; paid time off programs including holiday pay, jury duty, and bereavement; disability insurance coverage and maternity and parental leave; educational assistance and a robust wellness program with financial incentives.

To learn more about your potential eligibility for these programs, please visit About | Careers | Benefits | Ephrata National Bank

Travel:

Some travel may be required.

EEO Statement:

This job description reflects the bank's assignment of essential functions and position responsibilities. Nothing in this job description restricts the bank's rights to assign or reassign duties and responsibilities to this job at any time. The employee is expected to adhere to all of Ephrata National Bank's procedures and to act as a role model in the adherence to bank policies.