Customer Service Representative Lead - Elm Grove

WesBanco Bank, Inc. • Wheeling, WV

21d • Onsite

About The Position

This role is responsible for promoting a positive work environment, ensuring excellent customer service, and meeting operational expectations for all Customer Service Representative (CSR) related matters. The position assists banking center management with operational reports and duties, and is expected to perform the duties of a CSR. The Lead serves as the primary point of contact for issues and complex or escalated customer service needs for the CSR function. They support the banking center in achieving sales goals by identifying referral opportunities and providing coaching to CSR staff.

Requirements

• High school diploma required.
• Minimum of six months of CSR experience required.
• Proficient in Microsoft Outlook 365.
• Proficient computer skills are required and the ability to learn various Banking Software programs.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Must have strong product knowledge for the level of selling and successfully promoting products expected with position.
• Ability to write simple correspondence.
• Must be available to work all hours of operations.

Nice To Haves

• Supervisory or proven leadership experience preferred.
• Sound mathematical and analytical skills preferred.
• Must have excellent organizational skills and the ability to multi-task and to be flexible.

Responsibilities

• Personally, models the standards of the Bank's Mission, Vision, and Pledge.
• Promotes a sales and service culture within the banking center and assists the Banking Center Manager in ensuring that the CSR staff receives proper coaching and training to identify referral opportunity.
• Assists in and completes reports related to Operations as assigned by Banking Center Management.
• Develops knowledge of the Bank's products and services.
• Performs the normal duties of a CSR with accuracy and efficiency as outlined in separate CSR job description.
• Maintains appropriate levels of cash as assigned by the Bank through ordering and shipping of money.
• Serves as the primary contact for customer issues and complex customer's needs related to CSR function.
• Ensures security and dual control procedures as assigned by the Bank are met at all times.
• Communicates pertinent information to the CSR staff in a timely manner.
• Responsible for ensuring all necessary and assigned audits are performed at the standard set by the Bank.
• Maintains a position of trust and responsibility by keeping all employee information and customer business confidential and in a secured location.
• Contributes in a team environment to service customer needs by answering incoming telephone calls and any additional duties assigned to support the success of the Banking Center.
• Assists management in interviewing, hiring, and coordination of training of new CSR hires.
• Assigns and directs work, assists with coaching, training, and evaluating performance.
• Addresses complaints and resolves issues relating to the CSR line.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED