Virtual Branch Solutions Leader

Ephrata National Bank; Ephrata (Lancaster County); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical insurance

401(k) with employer match

Education assistance

Paid time off

Wellness program

Job summary

Ephrata National Bank is seeking an Assistant Customer Solutions Center Manager to lead the virtual branch within a contact center framework in Ephrata, PA. You will drive sales, service, and operations, while coaching a high‑performing team and maintaining compliance with regulatory standards.

The role emphasizes building client relationships, proactive outreach, and seamless customer experiences, with responsibilities spanning onboarding, training, and performance management across the branch

Qualifications

• 2–4 years of progressive retail banking experience including 1–2 years in people leadership
• NMLS registration required or to be obtained within 6 months
• High integrity with strong listening, verbal and written communication skills
• Detail oriented, organized, and able to multitask
• Ability to lead lifelong learning and training for staff
• Proven ability to build client relationships and drive revenue

Responsibilities

• Collaborate, coach, and manage customer solutions center team to execute aligned sales and customer experience strategy
• Perform and manage all aspects of Consumer Lending and Account Opening functions
• Oversee pipeline management and drive results through formal management routines
• Promote team atmosphere to ensure high quality sales and service
• Provide escalation support and risk mitigation
• Develop community relationships through bank sponsored activities
• Lead onboarding, coaching, and performance management

Skills

People leadership

Sales strategy

Customer experience

Coaching

Verbal communication

Regulatory compliance

Education

High school diploma or GED

Associates or Bachelor's degree preferred

Tools

CRM system

Office software

Job description

Ephrata National Bank is seeking an Assistant Customer Solutions Center Manager to lead the virtual branch within a contact center framework in Ephrata, PA. You will drive sales, service, and operations, while coaching a high‑performing team and maintaining compliance with regulatory standards.

The role emphasizes building client relationships, proactive outreach, and seamless customer experiences, with responsibilities spanning onboarding, training, and performance management across the branch