Customer Service Representative Lead - St Clairsville Main

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 St Clairsville Main 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 resource for identifying referral opportunities and coaching CSR staff.
• Assists in and completes reports related to Operations as assigned by Banking Center Management.
• Develops knowledge of the Bank's products and services.
• Ensures security and dual control procedures as assigned by the Bank are met at all times.
• 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 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.