CS Specialist 1 - Customer Service Center

WesBanco Bank, Inc.•Bowie, MD

8h•$18 - $20•Remote

About The Position

The Customer Service Specialist I responds to and resolves customer requests related to bank products and services in the Bank’s call center. As a frequent primary point of contact, the specialist provides professional, courteous support while meeting established service levels and agent metrics. The role handles customer inquiries, transactions, account information corrections, and digital banking support, taking ownership of requests through resolution and escalating when appropriate. The position requires maintaining knowledge of deposit, loan, digital banking, and other banking products, as well as complying with Bank policies, procedures, and applicable laws and regulations. The specialist participates in weekly quality review and coaching meetings and monthly departmental meetings. The position’s stated schedule is 9:00 a.m. to 8:00 p.m., Tuesday through Friday, with work on some Federal Reserve holidays. Hours may be adjusted, and additional hours or work outside normal banking hours may be required.

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 and ability to work independently and multitask in a fast-paced environment.
Effective written and oral communication skills, including spelling, grammar, email, and phone etiquette.
Ability to type with speed and accuracy.
Ability to operate standard office equipment, including phones, computers, and peripherals.
Expertise using a personal computer and managing home networking infrastructure for 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 maintain confidentiality and comply with Bank policies, procedures, and applicable 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 across queues, including inquiries about accounts, products and services, digital banking, debit cards, bank policy, and other customer requests.
Use training and reference materials to resolve issues and questions independently.
De-escalate situations and, after attempting de-escalation, escalate calls to a supervisor when necessary.
Take ownership of customer requests and follow them through to resolution.
Assist customers using Apple and Android devices, browsers, and operating systems to support the Bank’s 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.
Complete other assigned duties and responsibilities.
Follow Bank policies and procedures and applicable laws, rules, and regulations; complete assigned compliance training on time.
Manage time effectively and work independently while multitasking in a fast-paced environment.
Communicate with supervisors when unable to adhere to the schedule or perform duties as expected.
Work a flexible schedule, including schedule adjustments, additional hours as needed, and hours outside normal banking hours.
Work under pressure, minimize distractions, maintain a positive attitude, and adapt to change in a remote environment.
Build and retain customer relationships, identify customer concerns or needs, recommend solutions, expedite corrections or adjustments, and follow up to ensure resolution.
Communicate effectively with empathy and active listening, maintaining professional written and oral communication with customers and Bank employees.
Collaborate with co-workers and employees and maintain confidentiality.
Use a personal computer and maintain home networking infrastructure to support reliable access to the Bank’s virtual environment.
Operate standard office equipment, including phones, computers, and peripherals.

Benefits

17 days of paid time off (PTO)
5 days of short-term disability (STD)
11 annual paid holidays and 1 floating holiday
Medical, dental, and vision coverage
Health Care Flexible Spending Account
Dependent Care Flexible Spending Account
Transportation Fringe Benefit Plan
Group Life and Long Term Disability
Optional Life coverage
Access to voluntary benefit products, including Cancer, Term & Universal Life, Accident, Short-Term Disability, and Critical Illness policies, and other ancillary benefit products
401(k) with employee match
Approved overtime eligibility
$1.00 per hour shift premium after 6:00 p.m.