WesBanco
Summary
Helps foster a positive work environment that inspires, motivates, challenges, supports and provides ongoing recognition for exceptional performance. Customer Service Advisor's (CSA) are charged with providing excellent customer service while identifying sales opportunities and performing account transactions. CSA's must be responsive by recognizing the immediate need of the Banking Center throughout the day and proactively providing both Customer Service Representative (CSR) and sales platform support as needed. The CSA is responsible for consumer and business relationship building efforts and focusing on daily sales initiatives. From an operational standpoint, the CSA is responsible to comply with all established Bank policies, procedures, and security measures. Responsibilities include operating as a CSR and/or providing necessary additional support of the banking center's sales and operational objectives as assigned.
Essential Functions Excellent Customer Service
Operational and Security Proficiency
Identify referral opportunities
Relationship building
Cross-selling of Bank's products and services
Business development (inside and outside)
Essential Duties and Responsibilities Personally models the standards of the Bank's Mission, Vision, and Pledge.
Assess the financial needs of Banking Center clients and make appropriate recommendations to fulfill those needs.
Accept and accurately process all financial service transactions.
Responsible for CSR cash drawer and follow proper balancing and cash handling procedures.
Comply with and operate within security and audit procedures.
Consistently meet and exceed defined sales goals for loans, deposits, partner referrals and profitability.
Promote the sales culture within the banking center by demonstrating strong ability to sell and promote the Bank's products and services to reach individual and team sales goals.
Communicate and partner effectively with branch staff and peers to promote a team environment and ensure goals are met.
Continuously monitor performance against banking center goals and adjust individual goals or initiate sales promotions as needed to meet those goals.
Execute outbound calling activities inside the banking center using customer lists and promote bank products with appropriate business line referrals as defined by location goals.
Educate bank team on uncovering opportunities to advance customers' financial wellness.
Set priorities and implement defined sales and service activities.
Promote company products and services in the community to support growth of the Bank.
Support day-to-day operations including, but not limited to: customer service, opening/closing procedures, vault duties, cash controls, inventory and compliance requirements.
Actively participate in regular sales and staff meetings.
Provide service to customers and prospective customers on banking matters, including explanation of products and professional resolution of problems/issues.
Build productive working relationships with internal business partners and seek constructive peer feedback when appropriate.
Demonstrate sound judgment and decision making by following guidelines and using appropriate resources when needed.
Maintain prescribed security controls to protect self and the banking center against criminal and fraudulent operations and unnecessary risks.
Maintain a position of trust by keeping sensitive information and customer business confidential and secure.
Contribute to a team environment to service customer needs by answering incoming calls and supporting other duties to ensure Banking Center success.
Cross trained and expected to assist with operational duties.
Other Skills and Requirements Banking is a highly regulated industry; acquire and maintain proficiency in the bank's policies and procedures, and adhere to applicable laws, rules, and regulations. Complete all assigned compliance training in a timely manner.
Must be willing to register and maintain registry with the Nationwide Mortgage Licensing System and Registry (NMLS), to comply with the S.A.F.E. Act requirements.
Proficient in Microsoft Outlook 365. Proficient computer skills are required, with the ability to learn various Banking Software programs.
Strong consumer lending skills are preferred with a solid understanding of consumer lending products.
Ability to generate new financial relationships through outbound calling, internal business development and building a loyal customer base.
Must possess the ability to effectively interact and build positive customer relationships and clearly express concepts, ideas, and product information verbally and in writing.
Must have strong product knowledge for the level of selling and promotion of bank products expected with this position.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Sound mathematical and analytical skills preferred.
Excellent organizational skills and the ability to multi-task and be flexible.
Ability to lift and carry up to 25 lbs.
Must be available to work all hours of operations.
Qualifications High school diploma or GED.
Minimum of one year of banking or financial services in a customer service role preferred.
Previous contact center experience preferred
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Helps foster a positive work environment that inspires, motivates, challenges, supports and provides ongoing recognition for exceptional performance. Customer Service Advisor's (CSA) are charged with providing excellent customer service while identifying sales opportunities and performing account transactions. CSA's must be responsive by recognizing the immediate need of the Banking Center throughout the day and proactively providing both Customer Service Representative (CSR) and sales platform support as needed. The CSA is responsible for consumer and business relationship building efforts and focusing on daily sales initiatives. From an operational standpoint, the CSA is responsible to comply with all established Bank policies, procedures, and security measures. Responsibilities include operating as a CSR and/or providing necessary additional support of the banking center's sales and operational objectives as assigned.
Essential Functions Excellent Customer Service
Operational and Security Proficiency
Identify referral opportunities
Relationship building
Cross-selling of Bank's products and services
Business development (inside and outside)
Essential Duties and Responsibilities Personally models the standards of the Bank's Mission, Vision, and Pledge.
Assess the financial needs of Banking Center clients and make appropriate recommendations to fulfill those needs.
Accept and accurately process all financial service transactions.
Responsible for CSR cash drawer and follow proper balancing and cash handling procedures.
Comply with and operate within security and audit procedures.
Consistently meet and exceed defined sales goals for loans, deposits, partner referrals and profitability.
Promote the sales culture within the banking center by demonstrating strong ability to sell and promote the Bank's products and services to reach individual and team sales goals.
Communicate and partner effectively with branch staff and peers to promote a team environment and ensure goals are met.
Continuously monitor performance against banking center goals and adjust individual goals or initiate sales promotions as needed to meet those goals.
Execute outbound calling activities inside the banking center using customer lists and promote bank products with appropriate business line referrals as defined by location goals.
Educate bank team on uncovering opportunities to advance customers' financial wellness.
Set priorities and implement defined sales and service activities.
Promote company products and services in the community to support growth of the Bank.
Support day-to-day operations including, but not limited to: customer service, opening/closing procedures, vault duties, cash controls, inventory and compliance requirements.
Actively participate in regular sales and staff meetings.
Provide service to customers and prospective customers on banking matters, including explanation of products and professional resolution of problems/issues.
Build productive working relationships with internal business partners and seek constructive peer feedback when appropriate.
Demonstrate sound judgment and decision making by following guidelines and using appropriate resources when needed.
Maintain prescribed security controls to protect self and the banking center against criminal and fraudulent operations and unnecessary risks.
Maintain a position of trust by keeping sensitive information and customer business confidential and secure.
Contribute to a team environment to service customer needs by answering incoming calls and supporting other duties to ensure Banking Center success.
Cross trained and expected to assist with operational duties.
Other Skills and Requirements Banking is a highly regulated industry; acquire and maintain proficiency in the bank's policies and procedures, and adhere to applicable laws, rules, and regulations. Complete all assigned compliance training in a timely manner.
Must be willing to register and maintain registry with the Nationwide Mortgage Licensing System and Registry (NMLS), to comply with the S.A.F.E. Act requirements.
Proficient in Microsoft Outlook 365. Proficient computer skills are required, with the ability to learn various Banking Software programs.
Strong consumer lending skills are preferred with a solid understanding of consumer lending products.
Ability to generate new financial relationships through outbound calling, internal business development and building a loyal customer base.
Must possess the ability to effectively interact and build positive customer relationships and clearly express concepts, ideas, and product information verbally and in writing.
Must have strong product knowledge for the level of selling and promotion of bank products expected with this position.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Sound mathematical and analytical skills preferred.
Excellent organizational skills and the ability to multi-task and be flexible.
Ability to lift and carry up to 25 lbs.
Must be available to work all hours of operations.
Qualifications High school diploma or GED.
Minimum of one year of banking or financial services in a customer service role preferred.
Previous contact center experience preferred
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