Customer Solutions Team Lead

Summary:

This position is responsible for managing daily operations and risk monitoring of the branch teller function and ensuring that all customer transactions are handled accurately and efficiently. You will be expected to provide excellent customer service and maintain a high level of professionalism at all times.

Essential Functions:

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

• Coaches, mentors, and supports Retail Branch Team to ensure optimal performance and customer experience.
• Oversee daily cash handling and transaction processing.
• Coaches, mentors, and supports Retail Branch Team to maintain accurate records of all transactions.
• Coaches, mentors, and supports Retail Branch Team to ensure compliance with bank policies and procedures.
• Coaches, mentors, and supports Retail Branch Team to address and resolve customer inquiries and complaints.

• Coaches, mentors, and supports Retail Branch Team to recognize ways to improve customer's financial well-being and hold conversations to understand needs.

• Demonstrate high proficiency in opening consumer accounts, performing customer and account maintenance.

• Responsible for branch audits, scheduling, operational reporting, and cash ordering.

• Crosstrain all Customer Specialists and/or Customer Transaction Specialists to know all tasks on the teller line.

• Act as first level escalation point for operational guidance, fraud prevention, and customer experience complaints.
• Embraces the Bank's mission and values by taking personal initiative and setting a positive example for others to follow.
• Maintain a clean and organized work environment.

Required Education and Experience:

• High school degree or GED required; associate or bachelor's degree preferred
• 6 years of relevant experience
• 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 Transaction Processing, Account Opening, and IRA required training and obtainment of completion certificates
• Must have a professional appearance and demeanor
• Participate and successfully complete all additional educational classes required by job function

Competencies:

• ENB Operational and Functional Competencies

Supervisory Requirements:

This position does not have any supervisory responsibilities.

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 branch. Flexibility of schedule to meet business needs is required.

Travel:

Some travel may be required.

EEO Statement:

Ephrata National Bank supports a diverse workforce and is an Equal Opportunity Employer. It is the policy of Ephrata National Bank to provide equal employment opportunities without regard to race, ethnicity, color, religion, sex, national origin, age, disability, marital status, covered veteran status, sexual orientation, gender identity, genetic information or any other protected characteristic applicable under law. The bank complies with all relevant federal, state, and local laws, as well as, all regulations regarding nondiscrimination.

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 polices.