Customer Service Representative- Waldorf Rte

Customer Service Representative – Waldorf Rte. 5

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Job Description

This position is 100% in office. The employee will work their scheduled hours in a designated Wes Banco location. Consideration for location will be Waldorf Rte. 5 Banking Center
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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. They must be responsive, recognize the immediate needs of the Banking Center throughout the day and proactively provide 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 complies with all established bank policies, procedures, and security measures.

• Excellent Customer Service
• Operational and Security Proficiency
• Identify referral opportunities
• Relationship building
• Cross‑selling of bank products and services
• Business development (inside and outside)

• Personally models the standards of the bank’s mission, vision and pledge.
• Effectively assess the financial needs of banking center clients and recommend appropriate solutions.
• Accurately process all financial service transactions.
• Maintain the CSR cash drawer and follow proper balancing and cash handling procedures.
• Operate within security and audit procedures.
• Consistently meet and exceed defined sales goals for loans, deposits, partner referrals and profitability.
• Promote the sales culture by successfully selling and promoting bank products and services to reach individual and team goals.
• Communicate effectively with branch staff and peers to promote a team environment.
• Monitor performance against banking center goals, adjust individual goals and initiate sales promotions as needed.
• Execute outbound calling activities inside the banking center using customer lists, promote bank products and make appropriate referrals.
• Educate the bank team on uncovering opportunities to advance customers’ financial wellness.
• Set priorities and follow through on implemented sales and service activities.
• Promote company products and services within the community to support the bank’s growth.
• Support day‑to‑day operations including customer service, open/close procedures, vault duties, cash control, inventory and compliance requirements.
• Actively participate in regular sales and staff meetings.
• Provide service to customers and prospective customers on various banking matters, explaining products and professionally resolving problems.
• Build successful working relationships with internal partners and seek constructive feedback.
• Demonstrate sound judgment and decision making while following established guidelines and utilizing appropriate resources.
• Maintain security controls to protect self and the banking center from criminal and fraudulent activities.
• Maintain confidentiality of sensitive information in a secured location.
• Assist customers by answering incoming calls and any other duties assigned to support the banking center’s success.
• Be cross‑trained and assist with operational duties.

• Acquire and maintain proficiency in the bank’s policies and procedures, and comply with all laws, rules and regulations.
• Complete all assigned compliance training promptly.
• Register and maintain NMLS registration to comply with the S.A.F.E. Act.
• Proficient in Microsoft Outlook 365 and relevant banking software.
• Strong consumer lending skills preferred with a solid understanding of consumer lending products.
• Generate new financial relationships through outbound calling, internal development and building a loyal customer base.
• Interact effectively and build positive customer relationships; communicate concepts clearly verbally and in writing.
• Possess strong product knowledge to sell and promote bank products successfully.
• Interpret a variety of…