Customer Service Advisor 1 Float - Franklin, OH

WesBanco Bank, Inc.•Franklin, OH

About The Position

The Customer Service Advisor (CSA) provides excellent customer service, identifies sales opportunities, and processes account transactions. The role responds to the Banking Center’s daily needs by providing customer service representative and sales platform support. It builds consumer and business relationships and promotes the Bank’s products and services while following established policies, procedures, and security measures. The CSA operates as a customer service representative, opens new deposit accounts, operates a cash drawer, and works with customers to assess their financial needs and recommend or refer appropriate products and services. The role also conducts outbound calls for customer onboarding, prospecting new Retail customers, and promoting products to new and existing Retail banking relationships. The CSA may participate in community service opportunities in the local community or market.

Requirements

High school diploma or 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.
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 role’s selling and promotion expectations.
Strong organizational skills, ability to multitask, and flexibility.

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 internal or external business partners for Bank 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.
Conduct outbound calling using customer lists to promote products and make appropriate business-line referrals.
Communicate and partner effectively with branch staff and peers to support team goals.
Monitor performance against Banking Center goals and adjust activities as needed.
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 or prospective-customer issues.
Build working relationships with internal business partners and seek constructive peer feedback when appropriate.
Use sound judgment and established guidelines, procedures, and resources to make decisions.
Protect customers and the Banking Center through prescribed security controls and maintain the confidentiality and security of sensitive information.
Answer incoming telephone calls and perform additional duties that support the Banking Center.