Customer Service Associate - Loan Operations - WesBanco Bank, Inc.

SUMMARY:

Loan Operations services and supports all loan areas of the Bank beginning with data entry of new loans and maintaining existing loans through payoff. Loan Operations strives to provide excellent internal and external customer support for existing business and consumer loans.

Responsible for responding to external and internal customer inquiries with courtesy and professionalism. Accurately answer questions relative to all types of existing loans. Responsible for answering questions and resolving customer disputes while representing the Bank in a positive manner and providing exceptional customer service.

CUSTOMER SERVICE SKILLS:

Willingness to provide a level of service which will clearly differentiate us from our competitors.

INTERPERSONAL SKILLS:

Professional demeanor in appearance, interpersonal relations, work ethic and attitude.

Possess clear, concise, effective written and oral communication skills to effectively express thoughts, ideas and concepts to management, bank employees and bank customers in a collaborative and solutions oriented manner.

Able to multi-task and effectively function under stressful conditions.

Ability to work in team environment as well as independently.

Ability to perform detail work.

Ability to maintain confidentiality.

Ability to handle workload pressure and deadlines.

Ability to be collaborative with co-workers and employees.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Answer and respond to routine external and internal customer telephone calls.

Responds to internal and external customer service email requests regarding loan inquires.

Update customer records with name changes (examples marriage and divorce).

Review and order replacement loan statements.

Respond to year-end tax information requests.

Assists in processing loans transactions received through the postal mail and wires.

Complete ACH loan transfer set-up and verification.

Provide verbal payoff quotes to branch staff and customers.

Process loan transfers for customers.

May begin to assist in maintaining knowledge of and completing the Total Loss Insurance Claim Process and Chapter 13 Loan Payments duties.

Other duties may be assigned.

OTHER 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 with Microsoft programs including Word, Excel, and Access.

Ability to understand and utilize banking industry technology

Ability to interact with outside customers when needed

Ability to provide superior service to internal departments

Accurate keyboard typing skills.

High School Diploma or GED.

Banking experience preferred.

Clerical experience preferred.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled