Digital Customer Solutions Specialist

Summary: The Digital Customer Solutions Specialist works in a contact center environment and delivers exceptional customer service and operational support through digital and virtual channels. This role processes bank-by-mail transactions, responds to customer inquiries through online secure messaging and chat, and supports customers with account, service, and digital banking needs. The Specialist also serves as a backup for the Customer Solutions Center by handling live incoming calls as needed and conducting proactive outreach to strengthen customer relationships, identify financial needs, and connect customers with appropriate solutions. The role prioritizes customer financial well-being during every interaction, maintains strong knowledge of products, services, systems, and procedures, and ensures compliance with all bank policies, procedures, and regulatory requirements. This position supports the Bank’s mission, vision, and values by collaborating with team members and business partners to achieve Customer Solutions Center and individual goals. Essential Functions: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Processes bank-by-mail transactions accurately and efficiently, including deposits, payments, account maintenance requests, and other routine customer transactions in accordance with established procedures and risk controls. Responds to customer inquiries received through secure messaging, chat, and other digital channels while providing timely, professional, and accurate service that supports first-contact resolution whenever possible. Serves as the primary point of contact for online account-opening inquiries and the onboarding of newly opened accounts, providing timely guidance, coordinating issue resolution, assisting with required documentation and digital service setup, and completing appropriate follow-up to support a seamless customer experience. Manages risk through adherence to all policies and procedures, demonstrating sound judgment within established limits. Demonstrates heightened scrutiny to identify and avoid loss. Participates in team daily operations, ensuring they are completed in an efficient and accurate manner. Serves as a backup resource for the Customer Solutions Center by taking live incoming customer calls as business needs require, providing account support, problem resolution, and guidance on available banking solutions. Engages in proactive customer outreach to support relationship deepening, service follow-up, digital adoption, customer retention, and identification of opportunities to improve the customer’s financial well-being. Maintains a solid understanding of bank products, services, digital solutions, account processes, and contact center procedures to effectively resolve customer needs and drive customer loyalty Demonstrates proficiency in written customer communication, including secure messages and chat conversations, using clear, accurate, and customer-focused language. Demonstrates proficiency in routine banking transactions, account maintenance, problem resolution, digital banking support, and customer education across virtual service channels. Partners with the Customer Solutions Center Manager and team members to execute an aligned service, sales, operational, and customer experience strategy. Supports customer engagement initiatives and Bank-sponsored outreach efforts as assigned. Demonstrate good judgment, 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 routine bank transactions and customer requests within established guidelines with accuracy, confidentiality, and attention to detail. Consistently exhibits 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 diploma or GED required. Associate's degree preferred. 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. Demonstrated ability to engage customers in valuable conversations, ask thoughtful questions, actively listen, understand their financial needs and goals, and recommend appropriate solutions that add value, deepen relationships, and support their overall financial well-being. Strong problem-resolution skills, including the ability to assess customer concerns, identify root causes, evaluate available options, make sound decisions, and follow through to achieve timely, accurate, and customer-focused outcomes while managing risk. Maintain a high level of integrity. Strong written communication is a critical skill for this role. Demonstrated ability to compose clear, accurate, concise, and professional customer correspondence, secure messages, chat responses, follow-up communications, and general reports using proper grammar, appropriate tone, logical organization, and customer-focused language. Excellent listening, verbal, and written communication skills, including the 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. 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 Supervisory Requirements: This job has no 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, calculators, 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: 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.