Customer Service Advisor - Bryans Road

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 focuses on promotion of Bank’s products and services. From an operational standpoint, the CSA is responsible for complying with all established Bank policies, procedures, and security measures. Responsibilities include operating as a CSR, opening new deposit accounts, and connecting with customers to determine their needs and make recommendations and referrals for products and services to internal and external partners as applicable.

In addition, the CSA is expected to spend time initiating outbound telephone calls focused on proper customer onboarding efforts, prospecting of new Retail customers and consistent promotion of bank products to new and existing Retail banking relationships. The CSA may participate in community service opportunities in the specific community or market.

This position is 100% in office. The employee will work scheduled hours in a designated Wes Banco location. Consideration for location:
Bryans Road Banking Center.

• Excellent Customer Service
• Operational and Security Proficiency
• Identify referral opportunities
• Relationship building
• Promotion of Bank’s products and services
• Business development (inside and outside)

• Personally model the standards of the Bank’s Mission, Vision, and Pledge.
• Initiate conversations to assess the financial needs of Banking Center customers and effectively make recommendations and referrals for bank products and services.
• Accept and accurately process all financial service transactions.
• Open new deposit accounts and operate a cash drawer while following proper balancing and cash handling procedures, uncovering additional opportunities for products and services and making qualified referrals.
• Comply with security and audit procedures.
• Consistently achieve production and referral goals through relationship development activities including customer consultations, outbound telephone calls, business partner referrals, and onboarding calls to acquire new or expand existing customer relationships.
• Communicate and partner effectively with branch staff and peers to promote a team environment and ensure goals are met.
• Set priorities by continually monitoring performance against the banking center goals and adjust individual activities as needed.
• Execute consistent outbound calling activities inside the banking center using customer lists; promote bank products and make appropriate referrals as defined by location goals.
• Educate bank team on uncovering opportunities to help advance customer financial wellness.
• Support day‑to‑day operations, including customer service, open and close procedures, support of daily vault duties, control of cash levels, adequate supply of inventory, audit and compliance requirements.
• Participate in regular staff meetings.
• Provide service to customers and prospective customers on various banking matters, explaining products and resolving problems or issues professionally.
• Build successful working relationships with internal business partners and seek constructive feedback.
• Demonstrate sound judgment and decision making by following established guidelines and procedures and using appropriate resources when needed.
• Maintain prescribed security controls to protect self and the banking center from criminal and fraudulent operations and unnecessary risks or exposures.
• Maintain confidentiality of all sensitive information and customer business.
• Contribute to a team environment by answering incoming telephone calls and any additional duties assigned to support the success of the Banking Center.