Customer Solutions Team Lead

Ephrata National Bank; New Holland (Lancaster County); On-site; USD 32,000 - 45,000; Full time

Benefits offered by this job

Medical insurance

401(k) match

Paid time off

Job summary

Ephrata National Bank is seeking a Customer Solutions Team Lead in New Holland, PA. The role focuses on managing daily branch operations, risk monitoring of teller functions, and delivering excellent customer service.

You will coach the Retail Branch Team, oversee cash handling, ensure policy compliance, and drive accurate transaction processing while maintaining professionalism and a strong customer focus.

Qualifications

• Excellent listening, verbal, and written communication skills.
• Detail-oriented, well-organized, and proficient in multitasking.
• Excellent relationship-building skills.
• Self-motivated team player.

Responsibilities

• Oversee daily cash handling and transaction processing.
• Coach, mentor, and support the Retail Branch Team to ensure optimal performance and customer experience.
• Ensure compliance with bank policies and procedures.
• Address and resolve customer inquiries and complaints.
• Open consumer accounts and perform account maintenance.
• Lead branch audits, scheduling, operational reporting, and cash ordering.
• Cross-train staff to cover teller line tasks.
• Serve as first-level escalation point for operational guidance and customer experience issues.

Skills

Customer service

Communication

Detail orientation

Multitasking

Relationship building

Team player

Education

High school diploma or GED

Associate or bachelor’s degree preferred

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Solutions Team Lead

Full Time Clerical New Holland, PA, US

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 accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Coaches, mentors, and supports the Retail Branch Team to ensure optimal performance and customer experience.
• Oversee daily cash handling and transaction processing.
• Coaches, mentors, and supports the Retail Branch Team to maintain accurate records of all transactions.
• Coaches, mentors, and supports the Retail Branch Team to ensure compliance with bank policies and procedures.
• Coaches, mentors, and supports the Retail Branch Team to address and resolve customer inquiries and complaints.
• Coaches, mentors, and supports the Retail Branch Team to recognize ways to improve customers’ financial well-being and hold conversations to understand needs.
• Demonstrate high proficiency in opening consumer accounts and performing customer and account maintenance.
• Responsible for branch audits, scheduling, operational reporting, and cash ordering.
• Cross-train 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 in and successfully complete all additional educational classes required by job function.
• ENB Operational and Functional Competencies

Supervisory Requirements:

This position does not have any supervisory responsibilities.

This job operates in a professional work environment. This role routinely uses standard office equipment, including computers, monitors, mouse, keyboards, 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 an employee must meet 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 is frequently 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 branch's needs. Flexibility of schedule to meet business needs is required.

Hourly Rate: $22.92/hr. - $33.00/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.

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.

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.