Customer Service Advisor 1 - Arbutus

WesBanco Bank, Inc.•Catonsville, MD

11d•$20 - $23

About The Position

The Customer Service Advisor (CSA) provides excellent customer service, identifies sales opportunities, and performs account transactions. The role responds to the Banking Center’s needs throughout the day by providing Customer Service Representative and sales platform support. The CSA builds consumer and business relationships and promotes the Bank’s products and services while complying with established policies, procedures, security measures, and audit requirements. The CSA operates as a Customer Service Representative, opens new deposit accounts, handles cash, and assesses customer needs to make recommendations and referrals to internal and external partners. The role also includes outbound calls for customer onboarding, prospecting new Retail customers, and promoting products to new and existing Retail banking relationships. The CSA may participate in community service opportunities in the applicable community or market. The position supports day-to-day Banking Center operations, including customer service, opening and closing procedures, vault duties, cash controls, inventory, and compliance. The CSA works collaboratively with branch staff and business partners, supports customer financial wellness, and contributes to a positive team environment.

Requirements

High school diploma or General Education Degree (GED).
At least 3 years of cash handling, sales, or customer service experience.
Ability to generate new financial relationships through outbound calling, internal business development, and customer relationship building.
Ability to interact effectively, build positive customer relationships, and communicate concepts, ideas, and product information clearly verbally and in writing.
Strong product knowledge appropriate to the position’s sales and promotion expectations.
Strong organizational skills, ability to multitask, and flexibility.
Ability to solve practical problems and interpret written, oral, diagram, or schedule instructions.

Nice To Haves

At least 1 year of banking experience.
Sound mathematical and analytical skills.

Responsibilities

Model the Bank’s Mission, Vision, and Pledge.
Assess customers’ financial needs, recommend appropriate products and services, and make referrals to business partners.
Accept and accurately process financial service transactions.
Open new deposit accounts and operate a cash drawer, following cash-handling and balancing procedures.
Identify additional product and service opportunities and make qualified referrals.
Comply with security, audit, compliance, and operational procedures.
Meet production and referral goals through consultations, outbound calls, business partner referrals, and customer onboarding.
Partner effectively with branch staff and peers to support team goals.
Monitor performance against Banking Center goals and adjust individual activities as needed.
Make outbound calls using customer lists to promote Bank products and make appropriate referrals.
Educate the Bank team on identifying opportunities that advance customers’ financial wellness.
Support day-to-day Banking Center operations, including customer service, opening and closing procedures, vault duties, cash controls, inventory, audit, and compliance requirements.
Participate in regular staff meetings.
Explain banking products and professionally resolve customer problems and issues.
Build productive relationships with internal business partners and seek constructive peer feedback when appropriate.
Use sound judgment and follow established guidelines, procedures, and resources.
Maintain security controls and protect the Banking Center against criminal, fraudulent, and other unnecessary risks.
Protect confidential customer and business information and keep it secured.
Answer incoming telephone calls and perform additional duties that support Banking Center success.
Initiate outbound calls for customer onboarding, prospecting new Retail customers, and promoting Bank products.
Participate in community service opportunities in the applicable community or market, as needed.

Benefits

17 days of PTO (Paid Time Off).
5 days of Short Term Disability.
11 annual paid holidays.
Medical, dental, and vision benefits.
Health Care Flexible Spending Account.
Dependent Care Flexible Spending Account.
Transportation Fringe Benefit Plan.
Group Life and Long Term Disability.
Optional Life coverage.
Access to voluntary benefit products, including Cancer, Term & Universal Life, Accident, Short-Term Disability, and Critical Illness policies, as well as other ancillary benefit products.
401(k) with employee match.
Eligible for approved overtime and referral incentives.