Customer Service Advisor 1 - Delphos

WesBanco Bank, Inc.•Delphos, OH

9d•Onsite

About The Position

Customer Service Advisors (CSA) are responsible for providing excellent customer service while identifying sales opportunities and performing account transactions. CSAs must be responsive to the immediate needs of the Banking Center and proactively provide support to both Customer Service Representatives (CSR) and the sales platform. The CSA is responsible for building consumer and business relationships and promoting the Bank's products and services. Operationally, the CSA must comply 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. Additionally, the CSA is expected to initiate outbound telephone calls focused on customer onboarding, prospecting new Retail customers, and promoting bank products to new and existing Retail banking relationships. The CSA may also participate in community service opportunities.

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.
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.
High school diploma required.

Nice To Haves

Sound mathematical and analytical skills preferred.
Banking, cash handling, sales, and customer service experience preferred.

Responsibilities

Personally model the standards of the Bank's Mission, Vision, and Pledge.
Initiate conversations to effectively assess the financial needs of Banking Center customers and make recommendations and referrals to business partners for promotion of bank products and services.
Accept and accurately process all financial service transactions.
Open new deposit accounts and operate a cash drawer while following proper balancing and cash handling procedures, uncovering opportunities for products and services, and making qualified referrals.
Comply with and operate within security and audit procedures.
Consistently achieve production and referral goals through relationship development 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.
Communicate and partner effectively with branch staff and peers to promote a team environment and ensure goals are met.
Set priorities by continually monitoring performance against banking center goals and adjusting individual activities as needed.
Execute consistent, outbound calling activities inside the banking center utilizing customer lists, promoting bank products, and making appropriate business line referrals as defined by location goals.
Educate bank team on uncovering opportunities to help advance the financial wellness of customers.
Support proper functioning of all day-to-day operations including customer service, open and close procedures, daily vault duties, control of cash levels, supply of inventory, and audit and compliance requirements.
Actively participate in regular staff meetings.
Provide service to customers and prospective customers on various banking matters, including explanation of products and professional resolution of problems/issues.
Build successful working relationships with internal business partners, seeking constructive peer feedback when appropriate.
Demonstrate sound judgment and decision-making by following established guidelines and procedures, utilizing appropriate resources for assistance when needed.
Maintain prescribed security controls to protect self and the banking center against criminal and fraudulent operations and unnecessary risks or exposures.
Maintain a position of trust and responsibility by keeping all sensitive information and customer business confidential and in a secured location.
Contribute to a team environment to service customer needs by answering incoming telephone calls and performing any additional duties assigned to support the success of the Banking Center.