Customer Service Advisor - Arbutus - Catonsville, MD

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 RESPONSIBILIEIS :

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 the needs of the client.

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 in order to reach individual and team sales goals.

Communicates and partners effectively with branch staff and peers to promote team environment to ensure goals are met.

Continually monitors performance against the banking center goals by adjusting individual goals and initiating sales promotions as needed to meet those goals.

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 financial wellness of customers.

Sets priorities and follows through on the implementation of the defined sales and service activities.

Promotes company products and services in the community to assist in the continuing growth of the Bank.

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, comply to the control of cash levels, and adhere to the adequate supply 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 the explanation of products being offered and professional resolution of problems / issues.

Builds successful working relationships with internal business partners seeking constructive peer feedback when appropriate.

Demonstrates sound judgment and decision making and 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 and in a secured location.

Contribute 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 and you will be expected to acquire and maintain a proficiency in the bank's policies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing. You will also be expected to 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 and 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 be able to 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 with position.

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Sound mathematical and analytical skills preferred.

Must have excellent organizational skills and the ability to multi-task and to 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) and 5 days of STD (Short Term Disability) and 11 annual paid holidays.

WesBanco has an excellent benefits package to include medical, dental, and vision, Health Care Flexible Spending, Dependent Care Flexible Spending, Transportation Fringe Benefit Plan, Group Life, Long Term Disability, Optional Life, 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 401(k) with employee match.