Customer Service Representative Lead - Flushing

About the role

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

Responsibilities

• 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.
• 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.
• Serves as a support to the banking center in achieving sales goals by identifying referral opportunities as well as observing and providing coaching to 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 that the CSR staff receives proper coaching and training to identify referral opportunity.
• 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.
• 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.
• 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 management in interviewing, hiring, and coordination of 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

• 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.
• Sound Mathematical and Analytical Skills.
• Preferred.
• 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.

Qualifications

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