Customer Service Advisor 1 - Arbutus

WesBanco Bank•Catonsville, MD

10d

About The Position

The Customer Service Advisor (CSA) provides excellent customer service, identifies sales opportunities, and performs account transactions. The role supports the Banking Center’s needs throughout the day by providing Customer Service Representative and sales platform support as needed. The CSA builds consumer and business relationships and promotes the Bank’s products and services while following established policies, procedures, and security measures. The position includes processing transactions, opening deposit accounts, operating a cash drawer, assessing customer needs, and making recommendations and referrals to internal and external partners. The CSA also makes outbound calls for customer onboarding, prospecting, and promotion of products and services to new and existing Retail banking relationships. The role supports daily Banking Center operations and may participate in community service opportunities.

Requirements

High school diploma or GED required.
At least 3 years of cash handling, sales, or customer service experience required.
Strong product knowledge appropriate to the position’s sales responsibilities.
Ability to generate new financial relationships through outbound calling, internal business development, and customer relationship building.
Ability to interact effectively with customers and build positive relationships.
Ability to communicate concepts, ideas, and product information clearly in writing and verbally.
Strong organizational skills and ability to multitask and remain flexible.
Ability to solve practical problems in situations with limited standardization and interpret written, oral, diagram, or schedule-form 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, recommend products and services, and make referrals 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.
Achieve production and referral goals through customer consultations, outbound calls, business partner referrals, and onboarding calls.
Partner with branch staff and peers to support a team environment and meet goals.
Monitor performance against Banking Center goals and adjust activities as needed.
Conduct outbound calls using customer lists and promote Bank products and appropriate business-line referrals.
Educate the Bank team on identifying opportunities that support customers’ financial wellness.
Support day-to-day operations, including customer service, opening and closing procedures, vault duties, cash-level controls, inventory, audit, and compliance requirements.
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 and follow established guidelines and procedures, seeking assistance when needed.
Maintain security controls and protect the Banking Center against criminal, fraudulent, and other risks.
Keep sensitive information and customer business confidential and secured.
Answer incoming telephone calls and perform additional duties to support the Banking Center.
May participate in community service opportunities in the community or market.

Benefits

17 days of PTO (Paid Time Off)
5 days of STD (Short Term Disability)
11 annual paid holidays
Medical insurance
Dental insurance
Vision insurance
Health Care Flexible Spending
Dependent Care Flexible Spending
Transportation Fringe Benefit Plan
Group Life
Long Term Disability
Optional Life
Access to voluntary benefit products, including Cancer, Term & Universal Life, Accident, Short-Term Disability, and Critical Illness policies
Other ancillary benefit products
401(k) with employee match
Eligible for approved overtime and referral incentives