Customer Service Representative Lead - Elm Grove

About the role

The position is 100% in-office and the employee will work scheduled hours at a designated WesBanco location, with consideration for the Elm Grove Banking Center.

Responsibilities

• Promote a positive work environment that inspires, motivates, challenges, supports, and provides ongoing recognition for exceptional performance.
• Ensure excellent customer service and operational expectations are met regarding all Customer Service Representative (CSR) related matters.
• Aids banking center management with operational reports and duties.
• Performs 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 and observing/coaching CSR staff.
• 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 CSR staff receive proper coaching and training.
• Aids 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.
• Maintains appropriate levels of cash as assigned by the Bank through ordering and shipping of money.
• Communicates pertinent information to the CSR staff in a timely manner.
• Ensures security and dual control procedures as assigned by the Bank are met at all times.
• Contributes 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.
• Assists in interviewing, hiring, and coordinating training of new CSR hires.
• Assigns and directs work, assists with coaching, training, and evaluating performance.
• Addresses complaints and resolves issues relating to the CSR line.

Requirements

• High school diploma required.
• Supervisory or proven leadership experience preferred with a minimum of six months of CSR experience required.

Skills

• Proficient in Microsoft Outlook 365.
• Proficient computer skills are required and the ability to learn various Banking Software programs.
• Sound mathematical and analytical skills preferred.
• Excellent organizational skills and the ability to multi-task and be flexible.
• Ability to lift and carry up to 25 lbs.
• Must be available to work all hours of operations.