CS Specialist 1 - Customer Service Center

WesBanco Bank, Inc.•Ann Arbor, MI

About The Position

The Customer Service Specialist I identifies, responds to, and resolves customer requests related to bank products and services in the Bank’s call center. As a frequent primary point of interaction with the Bank, the specialist provides professional and courteous customer support while meeting established service levels and agent metrics. The role handles inquiries about accounts, products and services, digital banking, debit cards, policies, and other customer requests, taking ownership of issues through resolution and escalating when appropriate. The specialist supports customers using Apple and Android devices, browsers, and operating systems; completes customer transactions and account corrections with appropriate business partners; and maintains knowledge of deposit, loan, digital banking, and other banking products. The position requires adherence to banking policies, procedures, laws, and regulations, as well as completion of assigned compliance training. It also involves ongoing quality coaching and departmental meetings. The schedule is 9 a.m. to 8 p.m., Tuesday through Friday, and includes some Federal Reserve holidays. The role may require schedule adjustments, additional hours, and work outside normal banking hours. The posting describes adapting to change and learning in a remote environment, and requires a personal computer and home networking infrastructure to access the Bank’s virtual environment.

Requirements

High school diploma or GED.
At least one year of customer service experience.
At least one year of contact center experience or equivalent.
Strong time-management skills.
Ability to work independently and multitask in a fast-paced environment, with an emphasis on resolving customer issues during the call with minimal follow-up.
Ability to work a flexible schedule with frequent hour adjustments, additional hours when needed, and outside normal banking hours.
Ability to work under pressure, minimize distractions, and maintain a positive attitude.
Ability to adapt quickly to change and learn in a remote environment.
Effective communication skills, including empathy and active listening.
Clear and effective written and oral communication, including spelling, grammar, and email and phone etiquette.
Professional demeanor, interpersonal relations, work ethic, and attitude.
Ability to build and retain customer relationships and provide a level of service that differentiates the Bank from competitors.
Ability to use a personal computer and manage a home networking infrastructure to support reliable access to the Bank’s virtual environment.
Knowledge and experience using Android and Apple products and Bank-supported web browsers and operating systems.
Ability to type with speed and accuracy.
Ability to operate standard office equipment, including phones, computers, and peripherals.
Ability to maintain confidentiality and comply with applicable banking policies, procedures, laws, and regulations.

Nice To Haves

Customer service experience within a banking or financial institution.

Responsibilities

Model the standards of the Bank’s Mission, Vision, and Pledge.
Process inbound calls from all queues, including questions about accounts, products and services, digital banking, debit cards, bank policies, and other customer requests.
Use provided training and reference materials to independently address and resolve issues and questions.
De-escalate situations or escalate calls to a supervisor after attempting de-escalation.
Take ownership of customer requests and follow them through to resolution.
Assist customers with Apple and Android devices, browsers, and operating systems used to access supported digital banking services.
Complete customer transactions and correct account information by engaging the appropriate business partners.
Identify and resolve customer issues and complaints promptly and accurately.
Attend weekly quality review meetings for coaching, development, call metrics, and policy and procedure updates.
Attend monthly departmental meetings.
Meet agent standards for calls handled, schedule adherence, call quality, ready/not-ready time, and customer satisfaction.
Maintain knowledge of deposit, loan, digital banking, and other banking products.
Follow applicable Bank policies, procedures, laws, and regulations, and complete assigned compliance training on time.
Identify customer concerns or needs, resolve inquiries or recommend solutions, expedite corrections or adjustments, and follow up to ensure resolution.
Communicate with supervisors when unable to adhere to the schedule or perform duties as expected.
Collaborate with coworkers and other employees while maintaining customer confidentiality.
Perform other assigned duties or responsibilities, with or without prior notice.