Assistant Customer Solutions Center Manager

Ephrata National Bank; Ephrata (Lancaster County); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical and dental plans

401(k) with employer match

Paid time off

Job summary

Ephrata National Bank is seeking an Assistant Customer Solutions Center Manager to lead the virtual branch within a contact center setting. The role drives sales and service excellence, oversees consumer lending and account opening, and ensures strict adherence to security and audit controls.

The position emphasizes team development, coaching, and cross-functional collaboration to deliver a seamless customer experience while maintaining regulatory compliance and risk controls.

Qualifications

• Excellent listening, verbal and written communication skills.
• Proven ability to lead a team in a banking environment.
• Strong understanding of customer solutions and sales alignment.
• Knowledge of consumer lending and account opening processes.

Responsibilities

• Lead and coach the Customer Solutions Center team to execute sales and customer experience strategy.
• Oversee Consumer Lending and Account Opening functions.
• Manage pipeline and drive performance through formal management routines.
• Ensure compliance with security, audit controls, and regulatory guidelines.

Skills

Communication skills

Leadership

Customer service orientation

Regulatory compliance awareness

Education

High school degree or GED

Associates or Bachelor’s degree preferred

Job description

The Assistant Customer Solutions Center Manager (ACSCM) plays a pivotal role in ensuring the operational excellence of the virtual branch that is structured within a contact center environment. This includes maintaining rigorous security procedures, upholding strict audit controls, and ensuring compliance with regulatory guidelines. They oversee and optimize the sales, service, and operational facets of the virtual branch, ensuring a seamless and efficient customer experience. Building a high-performing team is a key aspect of this role, achieved through effective onboarding, coaching and development of branch team members. The ACSCM leads through influence and collaborates closely with various teams within the organization. Their proactive engagement with clients not only drives revenue but also cultivates loyalty and strengthen client relationships.

Essential Functions:

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

• Collaborate, coach, and manage customer solutions center team to execute an aligned sales and customer experience strategy.
• Perform and manage all aspects of the Consumer Lending and Account Opening functions.
• Responsible for pipeline management and business results through formalized management routines and consistently inspects, supports, and coaches the branded sales process to proactively achieve sales target.
• Promote team atmosphere to ensure high quality levels of sales production and customer service.
• Demonstrate good judgement and decision making to serve the customer and protect the bank from loss.
• Identify and coach opportunities and make referrals to other areas within the Bank (e.g. Cash Management, Commercial Lending, Residential Lending, Wealth Solutions, etc.).
• Develop community relationships through social and/or bank sponsored activities.
• Accountable for oversight of virtual branch operations and audit processes to minimize risk and maintain compliance.
• Leads effective problem resolution inclusive of acting as point of escalation for branch team.
• Drives employee experience to include recruiting, training, coaching, and leading the performance management process.
• Responsible for the continued professional development of the branch team.
• Demonstrate proficiency with creating and analyzing reports.
• Provide phone support when needed, act as an escalation point of contact for complex customer needs.
• Complete other duties that may be assigned by management.

Required Education and Experience:

• High school degree or GED required; Associates or Bachelor’s degree preferred
• 2-4 years of progressive retail banking experience inclusive of 1-2 years of people leadership experience
• Demonstrated ability to effectively lead the employee life cycle process
• NMLS registration required, or must be obtained within 6 months role acceptance
• 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 Account Opening, Consumer Lending, IRA required training and obtainment of completion certificates and any other assigned training
• Must have a professional appearance and demeanor
• Participate and successfully complete all additional educational classes required by job function
• ENB Operational and Functional Competencies
• ENB SET Competencies (Strategy, Execution, and Talent)

Supervisory Requirements:

This position will have supervisory responsibilities

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.

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:

• 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 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 adherence to the bank’s policies.