Customer Service Advisor 2 - West Palm Beach

WesBanco Bank, Inc.•West Palm Beach, FL

About The Position

The Customer Service Advisor (CSA) provides excellent customer service, identifies sales opportunities, and performs account transactions while responding to the needs of the Banking Center. The role supports both Customer Service Representative and sales platform activities, builds consumer and business relationships, and promotes the Bank’s products and services. The CSA follows established Bank policies, procedures, and security measures, opens new deposit accounts, and connects with customers to understand their needs and recommend or refer appropriate products and services to internal and external partners. The CSA also initiates outbound calls for customer onboarding, prospecting new Retail customers, and promoting products to new and existing Retail banking relationships. The role may include participation in community service opportunities in the local community or market. The position includes processing financial transactions, operating a cash drawer, completing cash-handling and balancing procedures, making qualified referrals, supporting daily Banking Center operations, and helping maintain security, audit, and compliance standards. The CSA works with branch staff and business partners to meet production and referral goals, provide customer support, and contribute to a team environment.

Requirements

High school diploma or GED required.
At least 6 months of banking experience 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 relationship building.
Ability to interact effectively with customers, build positive 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.
Strong organizational skills, ability to multitask, and flexibility.
Ability to solve practical problems and work with concrete variables where limited standardization exists.
Ability to interpret written, oral, diagrammatic, or schedule-based instructions.

Nice To Haves

Sound mathematical and analytical skills preferred.

Responsibilities

Model the Bank’s Mission, Vision, and Pledge.
Assess Banking Center customers’ financial needs, recommend products and services, and refer customers to business partners as appropriate.
Accept and accurately process financial service transactions.
Open new deposit accounts and operate a cash drawer, following balancing and cash-handling procedures.
Identify additional product and service opportunities 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.
Partner effectively with branch staff and peers to support team and Banking Center goals.
Monitor performance against Banking Center goals and adjust individual activities as needed.
Use customer lists to make outbound calls and promote Bank products and 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, daily vault duties, cash-level controls, inventory, audit, and compliance requirements.
Participate in regular staff meetings.
Explain banking products and professionally resolve customer and prospective customer questions or problems.
Build productive 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, fraudulent, and other risks.
Keep sensitive information and customer business confidential and securely stored.
Answer incoming telephone calls and perform other duties that support the Banking Center.