Customer Solutions Lead - Branch Ops & Coaching

Ephrata National Bank; Manheim (PA); On-site; USD 65,593,000 - 94,558,000; Full time

Benefits offered by this job

Medical plans with prescription drug覆盖

Health savings account (HSA) or Flex 


Dental and Vision Insurance

Life Insurance

401(k) with Employer Match

Employee Stock Purchase Plan

Paid time off

Disability insurance

Educational assistance

Wellness program

Job summary

Ephrata National Bank is seeking a Customer Solutions Team Lead in Manheim, PA to manage daily branch operations, oversee cash handling, and monitor risk within teller functions. You will coach staff, enhance customer experience, and ensure policy compliance.

The role requires a strong background in customer service, integrity, and effective communication, with opportunities to advance within a growing community bank.

Qualifications

• 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 required training and obtainment of completion certificates.
• Professional appearance and demeanor.
• Participate in additional educational classes required by job function.
• ENB Operational and Functional Competencies

Responsibilities

• Coach, mentors, and supports the Retail Branch Team to ensure optimal performance and customer experience.
• Oversee daily cash handling and transaction processing.
• Maintain accurate records of all transactions and ensure compliance with bank policies.
• Address and resolve customer inquiries and complaints.
• Open consumer accounts and perform customer and account maintenance.
• Conduct branch audits, scheduling, and operational reporting; manage cash ordering.
• Cross-train staff to know all tasks on the teller line.
• Serve as first-level escalation for operational guidance, fraud prevention, and customer experience complaints.

Skills

Listening skills

Verbal communication

Written communication

Detail oriented

Multitasking

Relationship building

Team player

Education

HS diploma or GED; associate or bachelor's preferred

Job description

Ephrata National Bank is seeking a Customer Solutions Team Lead in Manheim, PA to manage daily branch operations, oversee cash handling, and monitor risk within teller functions. You will coach staff, enhance customer experience, and ensure policy compliance.

The role requires a strong background in customer service, integrity, and effective communication, with opportunities to advance within a growing community bank.