Digital Banking Solutions Specialist

Ephrata National Bank; Ephrata (Lancaster County); On-site; USD 28,000 - 40,000; Full time

Job summary

The Digital Customer Solutions Specialist at Ephrata National Bank works in a contact center environment delivering exceptional customer service and digital banking support. The role handles bank-by-mail transactions, secure messaging, and chat, while guiding customers through account and digital service setups.

As a backup for the Customer Solutions Center, you will handle live calls, engage in proactive outreach, and promote digital solutions to enhance customers' financial well-being in a

Qualifications

• 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, or similar environment preferred.
• Strong problem-resolution skills and risk awareness.
• Excellent written communication is essential.
• Detail-oriented and able to multitask across systems.

Responsibilities

• Processes bank-by-mail transactions accurately and efficiently.
• Responds to customer inquiries via secure messaging, chat, and other digital channels.
• Primary contact for online account-opening inquiries and onboarding.
• Backs up Customer Solutions Center with live calls as needed.
• Engages in proactive outreach to deepen relationships and promote digital adoption.
• Maintains knowledge of bank products and procedures to resolve customer needs and drive loyalty.
• Ensure compliance with bank policies, procedures, and regulatory requirements.

Skills

Strong written communication

Excellent listening

Verbal communication

Detail-oriented

Multitasking

Team player

Mentoring skills

Customer focus

Education

High school diploma or GED

Associate's degree preferred

Job description

The Digital Customer Solutions Specialist at Ephrata National Bank works in a contact center environment delivering exceptional customer service and digital banking support. The role handles bank-by-mail transactions, secure messaging, and chat, while guiding customers through account and digital service setups.

As a backup for the Customer Solutions Center, you will handle live calls, engage in proactive outreach, and promote digital solutions to enhance customers' financial well-being in a