Customer Service Advisor - Medina, OH

Overview

Essential Functions – This position is 100% in office at a Wes Banco location.

Location:

Medina, OH.

The Customer Service Advisor (CSA) helps foster a positive work environment, provides excellent customer service, identifies sales opportunities, and performs account transactions. The CSA supports both customer service and sales platforms, is responsible for relationship building for consumer and business banking, and ensures compliance with Bank policies, procedures, and security measures.

• Provide excellent customer service while identifying sales opportunities and performing account transactions.
• Open new deposit accounts and operate a cash drawer with proper balancing and cash handling procedures; identify opportunities for additional products and services and make qualified referrals.
• Comply with security and audit procedures and maintain required controls to protect customer information.
• Achieve production and referral goals through relationship development, including customer consultations, outbound calls, partner referrals, and onboarding calls to grow customer relationships.
• Communicate and partner with branch staff to promote a team environment and ensure goals are met.
• Set priorities by monitoring performance against banking center goals and adjusting activities as needed.
• Engage in outbound calling activities using customer lists; promote bank products and make appropriate referrals as per location goals.
• Educate customers on financial products and opportunities to advance their financial wellness.
• Support day-to-day operations, including opening/closing procedures, vault duties, cash control, inventory, and audit/compliance requirements.
• Participate in regular staff meetings and assist customers with banking matters, providing professional resolution of issues.
• Build relationships with internal partners and seek constructive feedback to improve service.
• Demonstrate sound judgment and follow established guidelines and procedures, using appropriate resources as needed.
• Maintain security controls to protect the banking center from risks and protect sensitive information and customer data.
• Contribute to a team environment by handling incoming calls and other duties to support Banking Center success.

• Banking is a highly regulated industry; acquire and maintain proficiency in policies and procedures and complete compliance training.
• Ability to generate new financial relationships through outbound calling, internal business development, and building a loyal customer base.
• Excellent verbal and written communication; ability to clearly express concepts and product information.
• Strong product knowledge appropriate to the level of selling and promotion expected for the position.
• Excellent organizational skills; ability to multi-task and be flexible.
• Proficient in Microsoft Outlook 365 and able to learn various banking software programs.
• Sound mathematical and analytical skills; ability to solve practical problems and interpret various instructions (written, oral, diagram, or schedule).
• Physical ability to occasionally lift and/or move up to 10 pounds.
• High school diploma required.