Customer Transaction Specialist

Customer Transaction Specialist

The Customer Transaction Specialist plays a key role within the Retail Banking team, serving as the first point of contact for customers in the branch. This position is responsible for providing efficient, accurate, and friendly service during every interaction, ensuring that all financial transactions are processed with the highest level of care and professionalism. The ideal candidate will be skilled in balancing routine transactions with problem-solving, capable of supporting a wide range of account-related needs, and committed to delivering best-in-class customer experience.

Essential Functions:

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Process a variety of branch transactions accurately and efficiently, including:
• Cash and check deposits
• Loan and credit card payments
• Internal and external funds transfers
• Processing of negotiable instruments (checks, drafts)
• Issuance of official checks and money orders
• Follow all policies, procedures, and applicable regulations to ensure compliance and mitigate risk.

New Consumer Account Opening

• Assist customers with opening new consumer deposit accounts, including checking, savings, CDs, and money market accounts.
• Guide customers through account features, disclosures, and documentation.
• Ensure all account opening activities are completed accurately, securely, and in compliance with regulatory requirements (e.g., CIP, BSA/AML).

Service & Support

• Provide prompt, courteous, and knowledgeable support for a wide range of customer banking needs, including:
• Debit card issuance, activation, replacements, and dispute assistance
• Stop payment requests and check reorders
• Navigation and troubleshooting for online and mobile banking platforms
• Setting up travel notifications and fraud alerts
• General account maintenance, such as address changes or name updates
• Investigate and resolve basic account discrepancies and service issues

Customer Engagement

• Create a welcoming environment by proactively engaging with customers and building rapport.
• Actively listen to understand customer goals and identify appropriate banking solutions.
• Educate customers on digital banking tools and self-service options to enhance their banking experience.
• Recognize opportunities to improve a customer's financial wellness.
• Refer customers to ENB business partners as appropriate, including:
• Consumer Lending (auto loans, personal loans, home equity lines)
• Mortgage Banking
• Small Business Banking
• Investment and Wealth Management
• Merchant Services
• Commercial Lending
• Agriculture Lending
• Cash Management

Operations & Compliance

• Maintain precise and error-free transaction processing and recordkeeping.
• Balance cash drawer daily, ensuring accuracy and security of negotiable items.
• Adhere to internal controls, operational procedures, and all regulatory compliance standards.
• Assist in branch operational duties as needed, including audits, reporting, and branch security protocols.

Required/Preferred Education and Experience:

• High school degree or GED required.
• 2-4 years of relevant experience preferred (will consider experience within various industries that offer a transferable skill set)
• Excellent listening, verbal, and written communication skills.
• Must have a professional appearance and manner.
• Expected to participate and successfully complete appropriate educational classes as required.

Competencies:

• ENB Operational and Functional Competencies.
• Role Specific Competencies:
• Focused on Customer Needs-Dedication to serving customers enthusiastically both internally and externally. Proficient in understanding and prioritizing customer satisfaction, integrating these principles into all business decisions, and utilizing insight to develop tailored customer solutions.
• Effective Communications Understanding of effective communication methods, tools and techniques; ability to deliver, receive, and interpret ideas, information, and needs through applying appropriate communication behaviors.
• Managing Multiple Priorities Ability to manage multiple objectives, projects, customers, or activities, making effective judgments as to prioritizing and time allocation.
• Problem Solving Ability to anticipate and resolve operational and procedural problems; utilize this knowledge appropriately to diverse situations to solve customer issues while minimizing risk for the bank.
• Accountability Promotes a sense of urgency and assumes responsibility while following through on commitments and working to achieve sales goals.

Supervisory Requirements:

There are no supervisory responsibilities in this job.

Hourly Rate:

$18.70hr. - $24.73/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.

Benefits:

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.

To learn more about your potential eligibility for these programs, please visit About | Careers | Benefits | Ephrata National Bank

Work Environment:

This job operates in a professional work environment. This role routinely uses standard office equipment such as 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 for otherwise qualified disabled applicants and employees. The physical demands described here are representative of those required of 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 require 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.

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 and regulations regarding nondiscrimination.

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 the adherence to bank policies.