Customer Service Representative Lead - Bank Plaza

wesbancocareers; West Virginia; On-site; USD 26,000 - 38,000; Full time

Job summary

WesBanco seeks a Customer Service Representative (CSR) to promote a positive work environment and ensure excellent customer service and operational standards across CSR functions.

You will support Banking Center management with reports, coach CSR staff to identify referrals, and serve as the main escalation point for complex customer needs within WesBanco.

Qualifications

• Excellent customer service skills and ability to coach staff.
• Ability to read and comprehend simple instructions and memos.
• Ability to write simple correspondence.
• Ability to present information clearly in small group settings.
• Sound mathematical and analytical skills.
• Strong product knowledge for selling and promoting bank products.
• Excellent organizational skills and ability to multi-task.

Responsibilities

• Models the Bank's mission, vision, and pledge.
• Promotes a sales and service culture and coaches CSR staff to identify referrals.
• Completes operations reports as assigned by Banking Center Management.
• Develops knowledge of Bank products and services.
• Performs CSR duties accurately and efficiently.
• Maintains cash at appropriate levels through money handling.
• Serves as primary contact for customer issues and escalations.
• Ensures security and dual control procedures are followed.
• Communicates information to CSR staff promptly.
• Conducts audits as required by the Bank.
• Protects confidentiality of employee and customer information.
• Supports team to meet customer needs by handling calls and other duties.

Skills

Excellent Customer Service

Communication

Leadership

Multi-tasking

Product knowledge

Organizational skills

Analytical skills

Education

High School Diploma or GED

Job description

Summary

Promote a positive work environment that inspires, motivates, challenges, supports and provides ongoing recognition for exceptional performance. Charged with ensuring excellent customer service and operational expectations are met regarding all Customer Service Representative (CSR)c related matters. Assists banking center management with operational reports and duties. Expected to perform the duties of a CSR. Serves as the point of contact for customer services issues. Serves as a main escalation point for complex or escalated customer service needs for CSR function. Supports the banking center in achieving sales goals by identifying referral opportunities as well as observing and providing coaching to staff.

Essential Functions

Excellent Customer Service

Identity Referral Opportunity

Leadership of CSR Line

Operational Control and Reporting

Essential Duties and Responsibilities

Personally, models the standards of the Bank's Mission, Vision, and Pledge.

Promotes a sales and service culture within the banking center and assists the Banking Center Manager in ensuring that the CSR staff receives proper coaching and training to identify referral opportunity.

Assists in and completes reports related to Operations as assigned by Banking Center Management.

Develops knowledge of the Bank's products and services.

Performs the normal duties of a CSR with accuracy and efficiency as outlined in separate CSR job description.

Charged with maintaining appropriate levels of cash as assigned by the Bank through ordering and shipping of money.

Primary contact for customer issues and complex customer's needs related to CSR function.

Ensures security and dual control procedures as assigned by the Bank are met at all times .

Communicates pertinent information to the CSR staff in a timely manner.

Responsible for ensuring all necessary and assigned audits are performed at the standard set by the Bank.

Maintains a position of trust and responsibility by keeping all employee 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.

Other Skills and Abilities

Ability to read and comprehend simple instructions, short correspondence, and memos.

Ability to write simple correspondence.

Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Sound mathematical and analytical skills preferred

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.

Ability to deal with problems involving a few concrete variables in standardized situations.

Must have strong product knowledge for the level of selling and successfully promoting products expected with position. Must have excellent organizational skills and the ability to multi-task and to be flexible.

Travel is preferred for in-person training to a location, within the WesBanco footprint, up to five (5) consecutive days.

Supervisory Skills

Responsible for assisting management in interviewing, hiring, and coordination of training of new CSR hires.

Charged with assigning and directing work, assists with coaching, training and evaluation performance.

Addresses complaints and resolves issues relating to the CSR line.

High School Diploma or General Education Degree (GED) required.

Minimum of 1 year of banking experience required.

Minimum of 2 years of cash handling or customer service experience required.