CS Specialist 1 - Customer Service Center

WesBanco Bank•Bowie, MD

10d

About The Position

The Customer Service Specialist 1 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 and works to resolve inquiries within established service levels while meeting departmental metrics. The role handles inbound calls covering account questions, product and service information, digital banking, debit card processing, bank policies, and other customer requests. It requires maintaining knowledge of banking products and procedures, protecting confidential information, and complying with applicable laws, regulations, and required training. The specialist takes ownership of customer requests through resolution, independently uses training and reference materials, and de-escalates or escalates calls when appropriate. The role supports customers using Apple and Android devices and bank-supported browsers and operating systems, and completes transactions or account corrections by coordinating with the appropriate business partners. The position includes ongoing coaching and quality reviews, departmental meetings, adherence to call and schedule metrics, and other assigned duties. The schedule is 8 a.m. to 7 p.m., Wednesday through Saturday, including some Federal Reserve holidays. The role may require schedule adjustments, work outside normal banking hours, and additional hours as needed. The listed wage range is $17.65–$20.00 per hour, with approved overtime eligibility and a $1.00-per-hour shift premium after 6 p.m.

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 the ability to work independently and multitask in a fast-paced environment.
Ability to resolve most customer issues during the call with minimal follow-up.
Ability to work under pressure, minimize distractions, maintain a positive attitude, adapt to change, and learn in a remote environment.
Effective communication skills, including empathy and active listening; clear, concise written and oral communication; and sound spelling, grammar, email, and phone etiquette.
Professional demeanor, work ethic, and interpersonal skills.
Expertise using a personal computer and managing a home network 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 and operate standard office equipment, including phones, computers, and peripherals.
Ability to maintain confidentiality and comply with banking policies, procedures, laws, rules, regulations, and timely compliance training.
Willingness to work a flexible schedule with frequent adjustments, additional hours when needed, and hours outside normal banking hours.
Ability and willingness to provide differentiated service and build and retain customer relationships.

Nice To Haves

Customer service experience within a banking or financial institution.

Responsibilities

Process inbound calls from all queues, including account questions, product and service information, digital banking services, debit card processing, bank policies, and other customer requests.
Use provided training and reference materials to independently address and resolve customer questions and issues.
De-escalate customer situations when necessary and escalate calls to a supervisor after attempting de-escalation.
Take ownership of customer requests and follow them through to resolution, including follow-up to ensure resolution when needed.
Assist customers with Apple and Android devices, browsers, and operating systems to support the Bank’s digital banking services on supported devices.
Complete customer transactions and correct account information by engaging the appropriate business partners.
Identify and promptly and accurately resolve customer issues and complaints; recommend solutions and expedite corrections or adjustments as appropriate.
Attend weekly quality review meetings for coaching, career development, call metrics, and policy and procedure updates, as well as 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.
Comply with Bank policies and procedures, applicable laws and regulations, and assigned compliance training requirements.
Communicate with supervisors when unable to adhere to the schedule or perform duties as expected.
Collaborate with coworkers and employees while maintaining customer confidentiality.
Perform other assigned duties and responsibilities.

Benefits

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