Virtual Customer Solutions Specialist

Virtual Customer Solutions Specialist

The Virtual Customer Solutions Specialist works within a virtual branch structured in a contact center environment. The role is responsible for demonstrating customer centricity while providing an exceptional sales and service experience through engaging in needs based conversations. The specialist prioritizes the customer's financial well-being during every interaction. They stay up to date on products, services, and processes to effectively assist customers in both service and sales interactions. The specialist is also responsible for assisting with virtual branch operations and ensuring compliance through the adherence of all policies and procedures. They support the bank's mission, vision, and values by collaborating to achieve both the customer solution center and individual goals.

Essential Functions :

• Expands and nurtures the bank customer network through proactive sales and service initiatives.
• Enhances the customer experience by identifying solutions to improve and maintain their financial wellbeing.
• Collaborates with a team of financial partners to deliver a holistic approach to financial wellbeing.
• Enhances the customer experience by intentionally focusing on financial wellness discussions and problem solving for future needs.
• Introduces and demonstrates technology as a solution to meet customer needs and convenience.
• Manages risk through adherence to all policies and procedures, demonstrating sound judgment within established limits.
• Demonstrates a heightened scrutiny to identify and avoid loss.
• Participates in team daily operations, ensuring they are completed in an efficient and accurate manner.
• Achieve business segment goals by delivering exceptional customer service measured through observation and quality call score metrics.
• Maintains a solid understanding of product and procedural knowledge to identify and solve customer problems effectively to drive customer loyalty.
• Stays knowledgeable, maintains and demonstrates an understanding of digital solutions and technology to support customers and solve problems.
• Demonstrates high proficiency in first contact (one-touch) resolution for issues with banking services and accounts.
• Demonstrates high level proficiency when opening consumer and business accounts, performing account maintenance, problem resolution and conducting routine transactions.
• Partners with the Customer Solutions Center Manager to execute on an aligned sales and customer experience strategy.
• Cultivate community relationships by participating in bank sponsored events.
• Demonstrates good judgement, problem solving and decision-making skills.
• Remain adaptable to policy, procedure, department structure, and overall company changes and environment.
• Assess the risk in each transaction and seek additional assistance, if necessary, in identifying possible fraudulent transactions.
• Conduct bank's routine transactions within established guidelines with accuracy.
• Consistently exhibit a professional demeanor with internal and external customers.
• Assist in maintaining audit and compliance requirements.
• Complete other duties that may be assigned by management.

Required / Preferred Education and Experience :

Competencies :

Supervisory Requirements : There are no supervisory responsibilities in this job.

Work Environment : 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.

Travel : Minimal travel may be required.

EEO Statement : Ephrata National Bank supports a diverse workforce and is an Equal Opportunity Employer. It is the policy of Ephrata National Bank to provide equal employment opportunities without regard to race, ethnicity, color, religion, sex, national origin, age, disability, marital status, covered veteran status, sexual orientation, gender identity, genetic information or any other protected characteristic applicable under law. The bank complies with all relevant federal, state, and local laws, as well as, all regulations regarding nondiscrimination.