Customer Service Advisor 1 - Upper Valley (Springfield, OH)

WesBanco Bank, Inc.•Springfield, OH

About The Position

The Customer Service Advisor (CSA) provides excellent customer service, identifies sales opportunities, and processes customer account transactions. The role responds to the Banking Center’s needs by providing Customer Service Representative and sales platform support as needed, building consumer and business relationships, and promoting the Bank’s products and services. The CSA follows Bank policies, procedures, security measures, and audit requirements. Core activities include operating as a CSR, opening new deposit accounts, handling cash, assessing customer needs, and making recommendations and referrals to internal and external partners. The CSA also makes outbound calls for customer onboarding, prospecting new Retail customers, and promoting Bank products to new and existing Retail relationships. The role supports daily Banking Center operations, collaborates with branch staff and business partners, contributes to team goals, and may participate in community service opportunities in the relevant community or market.

Requirements

High school diploma or General Education Degree (GED) required.
At least 3 years of cash-handling, sales, or customer-service experience required.
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 clearly communicate concepts, ideas, and product information verbally and in writing.
Strong product knowledge appropriate to the level of selling and product promotion expected in the position.
Excellent organizational skills, ability to multitask, and flexibility.
Ability to solve practical problems and interpret written, oral, diagrammed, or scheduled instructions.

Nice To Haves

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

Responsibilities

Model the Bank’s Mission, Vision, and Pledge.
Assess customers’ financial needs through conversations and recommend or refer them to appropriate Bank products, services, and 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 opportunities for additional products and services and make qualified referrals.
Comply with security, audit, operational, and established Bank procedures.
Meet production and referral goals through customer consultations, outbound calls, business partner referrals, and onboarding calls.
Conduct outbound calling using customer lists to acquire new relationships and expand existing consumer and business relationships.
Promote Bank products and make appropriate business-line referrals in accordance with location goals.
Communicate and partner effectively with branch staff and peers to support team goals.
Monitor performance against Banking Center goals and adjust individual activities as needed.
Educate the Bank team on identifying opportunities that advance customers’ financial wellness.
Support day-to-day operations, including customer service, opening and closing procedures, daily vault duties, cash-level controls, inventory, audit, and compliance requirements.
Participate in regular staff meetings.
Serve customers and prospective customers by explaining banking products and professionally resolving problems and issues.
Build effective working 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 and protect the Banking Center, customers, and self from criminal, fraudulent, and other unnecessary risks.
Keep sensitive customer and business information confidential and secured.
Answer incoming telephone calls and perform additional duties that support the Banking Center.