Senior Virtual Customer Solutions Specialist

Summary:

The Senior 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. The Senior Virtual Customer Solutions Specialist role will have responsibilities to mentor and educate within the retail division. Will be responsible for developing sales plans and executing on outbound calling campaigns with current clients that is aligned with the financial wellbeing strategy. Responsible to assist with customer solutions center 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 virtual branch and individual goals. 

Essential Functions:

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

• Manage a superior level of inbound and/or outbound calls in a timely manner.
• 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.
• Achieve business segment goals by delivering exceptional customer service measured through observation and quality call score metrics. 
• Assist leadership in proactive outbound sales and financial wellbeing strategy. 
• Assist in mentoring and developing virtual branch employees. Provide education with in job family meetings to enhance skill set. 
• Generate consumer loan applications and assist customers through the entire process. Lending certification is required inclusive of completing internal training and MLO compliance requirements. 
• Act as escalation point for complex customer solutions and lending requests.
• Cultivate community relationships by participating in Bank sponsored events. 
• Generate consumer loan applications and assist customers through the entire process. 
• Demonstrate good judgement, problem solving and decision-making skills.
• Remain adaptable to policy, procedure, department structure, and overall company changes and environment.
• Demonstrate high proficiency in first contact (one-touch) resolution for issues with banking services and accounts.
• 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.
• Complete other duties that may be assigned by management.

Competencies:

• ENB Operational and Functional Competencies
• Role Specific Competencies: 

1. 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; 
2. 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;
3. Managing Multiple Priorities – Ability to manage multiple objectives, projects, customers, or activities, making effective judgments as to prioritizing and time allocation;
4. 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 
5. Accountability – Promotes a sense of urgency and assumes responsibility while following through on commitments and working to achieve sales goals. 

Required/Preferred Education and Experience: 

• High school degree or GED required. Associates degree preferred.
• 4-6 years of related experience
• 2-3 years of demonstrated customer service delivery and resolution experience, preferred
• NMLS registration required, or must be obtained within 6 months role acceptance
• Ability to demonstrate good judgement and sound decision making
• Maintain a high level of integrity
• 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
• Successful completion of all required training
• Must have a professional appearance and manner
• Expected to participate and successfully complete appropriate educational classes as required

Supervisory Requirements:

There are no supervisory responsibilities in this job.

Hourly Rate: $21.50 - $31.20

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

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 is required.

Travel:

Minimal travel may be required.

EEO Statement: 

Ephrata National Bank is an equal opportunity employer and does not discriminate on the basis of any legally protected status or characteristic. Protected veterans and individuals with disabilities are encouraged to apply.
 

This job description reflects management’s assignment of essential functions and position responsibilities. Nothing in this job description restricts management’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 adherence to the bank's policies.