WesBanco
Summary
Helps foster a positive work environment that inspires, motivates, challenges, supports, and provides ongoing recognition for exceptional performance. Customer Service Advisors (CSAs) are charged with providing excellent customer service while identifying sales opportunities and performing account transactions. CSAs must be responsive by recognizing the immediate needs of the Banking Center throughout the day and proactively providing both Customer Service Representative (CSR) and sales platform support as needed. The CSAs are responsible for consumer and business relationship building efforts and focusing on daily sales initiatives. From an operational standpoint, CSAs are 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.
Required to effectively assess the financial needs of Banking Center clients and make an appropriate recommendation to fulfill those needs.
Accepts and accurately processes all financial service transactions.
Responsible for CSR cash drawer and follows proper balancing and cash handling procedures.
Complies and operates within security and audit procedures.
Consistently meets and exceeds defined sales goals for loans, deposits, partner referrals, and profitability.
Promotes the sales culture within the banking center by demonstrating strong ability to sell and successfully promote the Bank’s products and services to reach individual and team sales goals.
Communicates and partners effectively with branch staff and peers to promote a team environment and ensure goals are met.
Continually monitors performance against the banking center goals, adjusting individual goals and initiating sales promotions as needed to meet them.
Executes consistent outbound calling activities inside the banking center by utilizing customer lists, promotes bank products consistently, and makes appropriate business line referrals as defined by location goals.
Educates bank team on uncovering opportunities to help advance customers’ financial wellness.
Sets priorities and follows through on the implementation of defined sales and service activities.
Promotes company products and services in the community to assist in the Bank’s continuing growth.
Supports proper functioning of all day‑to‑day operations, including, but not limited to: customer service, open and close procedures, support of daily vault duties, compliance with cash level control, and adequacy of inventory, audit, and compliance requirements.
Actively participates in regular sales and staff meetings.
Provides service to customers and prospective customers on various banking matters, including explaining offered products and professionally resolving problems/issues.
Builds successful working relationships with internal business partners, seeking constructive peer feedback when appropriate.
Demonstrates sound judgment and decision making by following established guidelines and procedures while utilizing appropriate resources for assistance when needed.
Maintains prescribed security controls to protect self and the banking center against criminal and fraudulent operations and unnecessary risks or exposures.
Maintains a position of trust and responsibility by keeping all sensitive information and customer business confidential 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.
Cross‑trained and expected to assist with operational duties.
Other Skills and Requirements
Banking is a highly regulated industry; expect to acquire and maintain proficiency in the bank’s policies and procedures and adhere to all applicable laws, rules, and regulations. Complete all assigned compliance training in a timely manner.
Must register and maintain a registry with the Nationwide Mortgage Licensing System and Registry (NMLS), complying with the S.A.F.E. Act Requirements.
Proficient in Microsoft Outlook 365; proficient computer skills required, and ability to learn various Banking Software programs.
Strong consumer lending skills 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 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 successfully promoting bank products expected of the 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.
Additional Information The wage range for the Customer Service Advisor position is $18.50 – $21.50 per hour and eligible for approved overtime and referral incentives. The position includes 17 days of PTO (Paid Time Off), 5 days of STD (Short Term Disability), and 11 annual paid holidays.
WesBanco offers an excellent benefits package, including medical, dental, and vision, Health Care Flexible Spending, Dependent Care Flexible Spending, Transportation Fringe Benefit Plan, Group Life, Long Term Disability, Optional Life, and access to voluntary benefit products such as Cancer, Term & Universal Life, Accident, Short‑Term Disability, and Critical Illness policies, and other ancillary benefit products. WesBanco also offers a 401(k) with employee match.
Qualifications
High school diploma or GED required.
Banking, cash handling, sales, and customer service experience preferred.
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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.
Required to effectively assess the financial needs of Banking Center clients and make an appropriate recommendation to fulfill those needs.
Accepts and accurately processes all financial service transactions.
Responsible for CSR cash drawer and follows proper balancing and cash handling procedures.
Complies and operates within security and audit procedures.
Consistently meets and exceeds defined sales goals for loans, deposits, partner referrals, and profitability.
Promotes the sales culture within the banking center by demonstrating strong ability to sell and successfully promote the Bank’s products and services to reach individual and team sales goals.
Communicates and partners effectively with branch staff and peers to promote a team environment and ensure goals are met.
Continually monitors performance against the banking center goals, adjusting individual goals and initiating sales promotions as needed to meet them.
Executes consistent outbound calling activities inside the banking center by utilizing customer lists, promotes bank products consistently, and makes appropriate business line referrals as defined by location goals.
Educates bank team on uncovering opportunities to help advance customers’ financial wellness.
Sets priorities and follows through on the implementation of defined sales and service activities.
Promotes company products and services in the community to assist in the Bank’s continuing growth.
Supports proper functioning of all day‑to‑day operations, including, but not limited to: customer service, open and close procedures, support of daily vault duties, compliance with cash level control, and adequacy of inventory, audit, and compliance requirements.
Actively participates in regular sales and staff meetings.
Provides service to customers and prospective customers on various banking matters, including explaining offered products and professionally resolving problems/issues.
Builds successful working relationships with internal business partners, seeking constructive peer feedback when appropriate.
Demonstrates sound judgment and decision making by following established guidelines and procedures while utilizing appropriate resources for assistance when needed.
Maintains prescribed security controls to protect self and the banking center against criminal and fraudulent operations and unnecessary risks or exposures.
Maintains a position of trust and responsibility by keeping all sensitive information and customer business confidential 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.
Cross‑trained and expected to assist with operational duties.
Other Skills and Requirements
Banking is a highly regulated industry; expect to acquire and maintain proficiency in the bank’s policies and procedures and adhere to all applicable laws, rules, and regulations. Complete all assigned compliance training in a timely manner.
Must register and maintain a registry with the Nationwide Mortgage Licensing System and Registry (NMLS), complying with the S.A.F.E. Act Requirements.
Proficient in Microsoft Outlook 365; proficient computer skills required, and ability to learn various Banking Software programs.
Strong consumer lending skills 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 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 successfully promoting bank products expected of the 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.
Additional Information The wage range for the Customer Service Advisor position is $18.50 – $21.50 per hour and eligible for approved overtime and referral incentives. The position includes 17 days of PTO (Paid Time Off), 5 days of STD (Short Term Disability), and 11 annual paid holidays.
WesBanco offers an excellent benefits package, including medical, dental, and vision, Health Care Flexible Spending, Dependent Care Flexible Spending, Transportation Fringe Benefit Plan, Group Life, Long Term Disability, Optional Life, and access to voluntary benefit products such as Cancer, Term & Universal Life, Accident, Short‑Term Disability, and Critical Illness policies, and other ancillary benefit products. WesBanco also offers a 401(k) with employee match.
Qualifications
High school diploma or GED required.
Banking, cash handling, sales, and customer service experience preferred.
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