Customer Service Advisor - Austintown, OH

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. CSAs 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 the 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 new Retail customers, and consistently promoting bank products for new and existing Retail banking relationships. The CSA may participate in community service opportunities in the specific community or market.

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

• Personally models the standards of the Bank's Mission, Vision, and Pledge.
• Initiate conversations to assess the financial needs of Banking Center customers and make recommendations and referrals to business partners to promote 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 product opportunities, and making qualified referrals.
• Comply with and operate within 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 consumer or business relationships.
• Communicate and partner effectively with branch staff and peers to promote a team environment and ensure goals are met.
• Set priorities by monitoring performance against the banking center goals and adjusting activities as needed.
• Execute consistent outbound calling activities inside the banking center using customer lists, promote bank products, and make appropriate business line referrals as defined by location goals.
• Educate the bank team on uncovering opportunities to advance customers’ financial wellness.
• Support day‑to‑day operations including customer service, opening and closing procedures, daily vault duties, control of cash levels, and adherence to inventory, audit, and compliance requirements.
• Actively participate in regular staff meetings.
• Provide service to customers and prospective customers on various banking matters, explaining products and professionally resolving issues.
• Build successful working relationships with internal business partners and seek constructive peer feedback when appropriate.
• Demonstrate sound judgment and decision‑making by following established guidelines and procedures while using appropriate resources for assistance when needed.
• Maintain prescribed security controls to protect the individual and the banking center against criminal and fraudulent operations and unnecessary risks or exposures.
• Maintain a position of trust and responsibility by keeping all sensitive information confidential and secure.
• Contribute to a team environment by answering incoming telephone calls and performing any additional duties assigned to support the success of the Banking Center.

• Acquire and maintain…