Customer Service Representative Lead - New Albany, OH

WesBanco; Columbus (OH); On-site; USD 32,000 - 42,000; Full time

Job summary

WesBanco in Columbus is seeking a Customer Service Representative to be 100% in office at a designated WesBanco location, with consideration for the New Albany banking center.

You will promote a positive work environment, meet customer service and operational expectations, and assist banking center management with reports. The CSR role serves as the main contact for complex customer service needs and focuses on coaching staff to identify referral opportunities.

Qualifications

• High school diploma required.
• Minimum six months CSR experience preferred.
• Strong product knowledge for the level of selling and promotion of banking products.

Responsibilities

• Personally models the Bank's Mission, Vision and Pledge.
• Promotes a sales and service culture and coaches CSR staff to identify referrals.
• 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.
• Primary contact for customer issues and complex CSR needs.
• Ensures security and dual control procedures are met.
• Communicates information to CSR staff in a timely manner.
• Maintains audits as per Bank standards.
• Contributes to a team environment to service customer needs via calls.

Skills

Customer Service

Referral opportunities

Leadership

Operational reporting

Team collaboration

Education

High School Diploma

Tools

Microsoft Outlook 365

Banking software

Job description

This position is 100% in office. The employee will work their scheduled work hours in a designated WesBanco location. Consideration for location will be at the New Albany banking center.

Essential Functions

Excellent Customer Service

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) related matters. Assists banking center management with operational reports and duties. Expected to perform the duties of a CSR. Serves as the primary point of contact for issues and 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 CSR staff.

Essential Functions

• Excellent Customer Service
• Identify 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.

Supervisory Responsibilities

• 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 evaluating performance.
• Addresses complaints and resolves issues relating to the CSR line.

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.
• Proficient in Microsoft Outlook 365. Proficient computer skills are required and the ability to learn various Banking Software programs.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Must have strong product knowledge for the level of selling and successfully promoting products expected with position.
• Ability to write simple correspondence.
• 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.
• High school diploma required.
• Supervisory or proven leadership experience preferred with a minimum of six months of CSR experience required.