Summary:
Helps foster a positive work environment that inspires, motivates, challenges, supports and provides ongoing recognition for exceptional performance. Customer Service Advisor's (CSA) are charged with providing excellent customer service while identifying sales opportunities and performing account transactions. CSA's must be responsive by recognizing the immediate need of the Banking Center throughout the day and proactively providing both Customer Service Representative (CSR) and sales platform support as needed. The CSA is responsible for consumer and business relationship building efforts and focuses on promotion of Bank's products and services. From an operational standpoint, the CSA is responsible for complying with all established Bank policies, procedures, and security measures. Responsibilities include operating as a CSR, opening new deposit accounts, and connecting with customers to determine their needs and make recommendations and referrals for products and services to internal and external partners as applicable.
In addition, the CSA is expected to spend time initiating outbound telephone calls focused on proper customer onboarding efforts, prospecting of new Retail customers and consistent promotion of bank products of new and existing Retail banking relationships. The CSA may participate in community service opportunities in the specific community or market.
Essential Functions:
Excellent Customer Service
Operational and Security Proficiency
Identify referral opportunities
Relationship building
Promotion of Bank's products and services
Business development (inside and outside)
Essential Duties and Responsibilities:
Personally models the standards of the Bank's Mission, Vision, and Pledge.
Initiate conversations to effectively assess the financial needs of Banking Center customers and be capable of effectively making recommendations and referring customers to business partners for promotion of bank products and services.
Accepts and accurately processes all financial service transactions.
Responsible for opening new deposit accounts and operating a cash drawer while following proper balancing and cash handling procedures along with uncovering other opportunities for products and services as well as making qualified referrals.
Complies and operates within security and audit procedures.
Consistently achieve production and referral goals through relationship development related activities including customer consultations, outbound telephone calls, business partner referrals, and onboarding calls to acquire new customer relationships or expand existing consumer or business relationships.
Communicates and partners effectively with branch staff and peers to promote team environment to ensure goals are met.
Sets priorities by continually monitoring performance against the banking center goals by adjusting individual activities as needed to meet those goals.
Executes consistent, outbound calling activities inside the banking center by utilizing customer lists. Promotes bank products consistently and makes appropriate business line referrals as defined by location goals.
Educates bank team on uncovering opportunities to help advance financial wellness of customers.
Supports proper functioning of all day-to-day operations including, but not limited to: customer service, open and close procedures, support of daily vault duties, comply to the control of cash levels, and adhere to the adequate supply of inventory, audit and compliance requirements.
Actively participates in regular staff meetings.
Provides service to customers and prospective customers on various banking matters including the explanation of products being offered and professional resolution of problems/issues.
Builds successful working relationships with internal business partners seeking constructive peer feedback when appropriate.
Demonstrates sound judgment and decision making and by following established guidelines and procedures while utilizing appropriate resources for assistance when needed.
Maintains prescribed security controls to protect self and the banking center against criminal and fraudulent operations and unnecessary risks or exposures.
Maintains a position of trust and responsibility by keeping all sensitive information and customer business confidential and in a secured location.
Contributes to a team environment to service customer needs by answering incoming telephone calls and any additional duties assigned to support the success of the Banking Center.
Other Skills and Requirements:
Banking is a highly regulated industry and you will be expected to acquire and maintain a proficiency in the Bank's policies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing. You will also be expected to complete all assigned compliance training in a timely manner.
Ability to generate new financial relationships through outbound calling, internal business development and building a loyal customer base.
Must possess the ability to effectively interact and build positive customer relationships and be able to clearly express concepts, ideas, and product information verbally and in writing.
Must have strong product knowledge for the level of selling and successfully promoting products expected with position.
Must have excellent organizational skills and the ability to multi-task and to be flexible.
Proficient in Microsoft Outlook 365. Proficient computer skills are required and the ability to learn various Banking Software programs.
Sound mathematical and analytical skills preferred.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
The employee must occasionally lift and/or move up to 10 pounds.
Additional Information:
The wage range for the Customer Service Advisor position is $18.50 - $21.50 per hour and eligible for approved overtime and referral incentives. The position includes 17 days of PTO (Paid Time Off) and 5 days of STD (Short Term Disability) and 11 annual paid holidays.
WesBanco has an excellent benefits package to include medical, dental, and vision, Health Care Flexible Spending, Dependent Care Flexible Spending, Transportation Fringe Benefit Plan, Group Life, Long Term Disability, Optional Life, access to voluntary benefit products such as Cancer, Term & Universal Life, Accident, Short-Term Disability and Critical Illness policies, and other ancillary benefit products. WesBanco also offers 401(k) with employee match.
Banking, cash handling, sales, and customer service experience preferred.
