Customer Service Advisor 1 - Float - Administration LOU

WesBanco Bank, Inc.•Sellersburg, IN

About The Position

The Customer Service Advisor (CSA) provides excellent customer service while identifying sales opportunities and processing account transactions. The role responds to the Banking Center’s needs throughout the day by providing customer service representative and sales-platform support. It builds consumer and business relationships and promotes the Bank’s products and services. The CSA follows Bank policies, procedures, security measures, and operational controls. Responsibilities include serving as a customer service representative, opening deposit accounts, operating a cash drawer, and identifying customer needs to make recommendations and referrals to internal and external partners. The CSA also makes outbound calls to support customer onboarding, prospect for new Retail customers, and promote Bank products to new and existing Retail relationships. The role may include participation in community service opportunities in the relevant community or market.

Requirements

High school diploma or GED required.
At least 3 years of cash handling, sales, and customer service experience required.
Ability to generate new financial relationships through outbound calling, internal business development, and customer-base development.
Ability to interact effectively with customers, build positive relationships, and clearly communicate concepts and product information verbally and in writing.
Strong product knowledge appropriate to the level of selling and product promotion expected for the position.
Excellent organizational skills, ability to multitask, and flexibility.

Nice To Haves

At least 1 year of banking experience preferred.
Sound mathematical and analytical skills preferred.
Ability to solve practical problems and handle situations with limited standardization.
Ability to interpret written, oral, diagrammatic, and schedule-based instructions.

Responsibilities

Model the standards of the Bank’s Mission, Vision, and Pledge.
Assess customers’ financial needs, make product and service recommendations, and refer customers to business partners.
Accept and accurately process financial service transactions.
Open new deposit accounts and operate a cash drawer, following balancing and cash-handling procedures while identifying opportunities and making qualified referrals.
Follow security, audit, and compliance procedures.
Meet production and referral goals through customer consultations, outbound calls, business partner referrals, and onboarding calls.
Partner effectively with branch staff and peers to support team goals.
Monitor performance against Banking Center goals and adjust activities as needed.
Make outbound calls using customer lists, promote Bank products, and make referrals according to location goals.
Educate Bank staff on identifying opportunities to advance customers’ financial wellness.
Support day-to-day Banking Center operations, including customer service, opening and closing procedures, vault duties, cash-level controls, inventory, audit, and compliance requirements.
Participate in regular staff meetings.
Assist customers and prospective customers with banking matters, explain products, and resolve issues professionally.
Build productive relationships with internal business partners and seek constructive peer feedback when appropriate.
Use sound judgment and follow established guidelines and procedures, seeking assistance when needed.
Maintain security controls to protect people and the Banking Center from criminal, fraudulent, and other risks.
Protect sensitive information and customer business by keeping it confidential and secured.
Answer incoming calls and perform additional duties that support the Banking Center.
May participate in community service opportunities in the relevant community or market.