Customer Service Advisor 1 - Float - Administration LOU

WesBanco Bank, Inc.•Bardstown, KY

About The Position

The Customer Service Advisor (CSA) provides excellent customer service, identifies sales opportunities, and performs account transactions. The role responds to the needs of the Banking Center 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, and security measures; operates as a customer service representative; opens new deposit accounts; and determines 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 products to new and existing Retail banking relationships. The role may participate in community service opportunities in the local community or market. Additional responsibilities include supporting daily Banking Center operations, handling cash, meeting production and referral goals, and helping customers understand banking products and resolve issues.

Requirements

High school diploma or General Education Degree (GED).
At least 3 years of cash-handling, sales, and customer-service experience.
Ability to generate new financial relationships through outbound calling, internal business development, and customer relationship building.
Effective interpersonal and communication skills, including the ability to build positive customer relationships and clearly communicate concepts, ideas, and product information verbally and in writing.
Strong product knowledge appropriate to the expected level of selling and product promotion.
Excellent organizational skills, ability to multitask, and flexibility.
Ability to solve practical problems and handle situations with limited standardization.
Ability to interpret written, oral, diagrammatic, or schedule-based 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, make recommendations, and refer customers to business partners for relevant products and services.
Accept and accurately process financial service transactions.
Open new deposit accounts and operate a cash drawer, following balancing and cash-handling procedures.
Identify opportunities for additional products and services and make qualified referrals.
Follow security, audit, compliance, and other established Bank procedures.
Meet production and referral goals through customer consultations, outbound calls, business partner referrals, and onboarding calls.
Build and expand consumer and business relationships, including prospecting new customers.
Partner effectively with branch staff and peers to support a team environment and achieve goals.
Monitor performance against Banking Center goals and adjust individual activities as needed.
Use customer lists for outbound calling and promote Bank products, making appropriate business-line referrals.
Educate the Bank team on identifying opportunities to support customers’ financial wellness.
Support day-to-day Banking Center operations, including customer service, opening and closing procedures, vault duties, cash-level controls, inventory, audits, and compliance.
Participate in regular staff meetings.
Explain banking products and professionally resolve customer and prospective-customer problems or issues.
Build effective working relationships with internal business partners and seek constructive peer feedback when appropriate.
Use sound judgment and follow established guidelines, procedures, and available resources.
Maintain security controls and protect the Banking Center from criminal or fraudulent activity and unnecessary risk.
Keep sensitive information and customer business confidential and secured.
Answer incoming telephone calls and perform additional duties that support the Banking Center.