Customer Service Advisor 2 - Ft. Lauderdale

WesBanco Bank, Inc.•Fort Lauderdale, FL

About The Position

The Customer Service Advisor (CSA) provides excellent customer service while identifying sales opportunities and processing account transactions. The role supports the Banking Center as needs arise, including providing Customer Service Representative and sales-platform support. The CSA builds consumer and business relationships, promotes the Bank’s products and services, complies with Bank policies and security measures, processes transactions, opens deposit accounts, and identifies 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 position may include participation in community service opportunities. The CSA contributes to daily Banking Center operations, including customer service, opening and closing procedures, vault support, cash controls, inventory, audit, and compliance requirements.

Requirements

High school diploma or General Education Degree (GED).
At least 6 months of banking experience.
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-base development.
Ability to interact effectively, build positive customer relationships, and communicate concepts, ideas, and product information clearly in writing and verbally.
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 interpret written, oral, diagram-based, or scheduled instructions.

Nice To Haves

Sound mathematical and analytical skills.

Responsibilities

Model the standards of the Bank’s Mission, Vision, and Pledge.
Assess Banking Center customers’ financial needs and recommend products and services or refer customers to business partners.
Accept and accurately process financial service transactions.
Open new deposit accounts and operate a cash drawer, following balancing and cash-handling procedures.
Identify product and service opportunities and make qualified referrals.
Comply with security, audit, and established operating 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 goals.
Monitor performance against Banking Center goals and adjust activities as needed.
Make outbound calls using customer lists to promote Bank products and make appropriate business-line referrals.
Educate the Bank team about identifying opportunities to advance customers’ financial wellness.
Support day-to-day Banking Center operations, including customer service, opening and closing procedures, vault duties, cash-level controls, inventory, audit, and compliance.
Participate in regular staff meetings.
Assist customers and prospective customers with banking matters, explain products, and resolve problems professionally.
Build effective working relationships with internal business partners and seek constructive peer feedback when appropriate.
Use sound judgment, follow established guidelines, and seek appropriate assistance when needed.
Maintain security controls to protect people and the Banking Center from criminal or fraudulent activity and unnecessary risk.
Protect confidential customer and business information and keep it in a secure location.
Answer incoming telephone calls and perform additional duties that support the Banking Center.