Customer Service Representative Lead - Bank Plaza

WesBanco Bank, Inc.; Wheeling (WV); On-site; USD 42,000 - 64,000; Full time

Job summary

WesBanco Bank, Inc. is seeking a Customer Service Representative Lead for the Bank Plaza Banking Center in Wheeling, WV. This 100% in-office role supports management with operational duties, coaches CSR staff, and drives referral opportunities to meet sales goals.

The ideal candidate has a high school diploma or GED, with at least 1 year of banking experience and 2 years of cash handling or customer service experience. Travel for training is possible within WesBanco’s footprint.

Qualifications

• 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.

Responsibilities

• Promote a positive work environment and recognize exceptional performance.
• Ensure excellent customer service and operational expectations are met for CSR matters.
• Serve as main escalation point for complex customer service needs.
• Identify referral opportunities and coach staff to improve results.
• Assist management with operational reports and duties.

Skills

Customer service

Leadership

Communication

Referral selling

Education

High School Diploma or GED

Job description

Customer Service Representative Lead - Bank Plaza

#51-9743

Wheeling, West Virginia, United States

Location

This position is 100% in office. The employee will work their scheduled work hours in a designated WesBanco location. Consideration for location will be Bank Plaza Banking Center.

Market

Wheeling

37.5

Requirements

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.

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

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.

Full-Time/Part-Time

Full-time

Area of Interest

Retail Services

All Locations

Wheeling , West Virginia , United States

Applicants have rights under Federal Employment Laws - Click for more information:

WesBanco is an Equal Opportunity, - EOE/Disabled/Veteran
We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact 304-905-7056 or [e-mail] .