CS Specialist 1 - Customer Service Center

WesBanco Bank, Inc.•Bowie, MD

8h•$18 - $20•Remote

About The Position

The Customer Service Specialist I handles customer requests related to the Bank’s products and services in its call center. As a frequent primary point of contact, the specialist provides professional, courteous support and responds to and resolves inquiries within departmental service levels while meeting required performance metrics. The role requires ownership of customer requests from initial contact through resolution, including resolving concerns independently where possible and coordinating with business partners when needed. The specialist supports customers with account questions, product and service information, digital banking, debit card processing, bank policies, and other requests. The role also helps customers use digital banking services across supported Apple and Android devices, browsers, and operating systems. Ongoing responsibilities include maintaining product knowledge, attending quality reviews and departmental meetings, completing compliance training, and following applicable policies, laws, and regulations.

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, resolving most customer issues during the call with minimal follow-up.
Ability to work a flexible schedule with frequent adjustments, work additional hours when needed, and work outside normal banking hours.
Ability to work under pressure, minimize distractions, maintain a positive attitude, and adapt quickly to change in a remote environment.
Effective communication skills, including empathy and active listening.
Clear, concise written and oral communication, with a firm grasp of spelling, grammar, email etiquette, and phone etiquette.
Professional demeanor in appearance, 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.
Expertise using a personal computer and managing a home network 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.

Nice To Haves

Customer service experience in banking or a financial institution.

Responsibilities

Model the standards of the Bank’s Mission, Vision, and Pledge.
Process inbound calls across all queues, including account questions, product and service information, digital banking services, debit card processing, bank policy, and other customer requests.
Use training and reference materials to resolve customer issues and questions independently.
De-escalate situations and, when necessary, 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 to support the Bank’s digital banking services.
Complete customer transactions and correct account information by engaging appropriate business partners.
Identify and resolve customer issues and complaints promptly and accurately.
Attend weekly quality review meetings covering coaching, career 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.
Maintain proficiency in Bank policies and procedures, comply with applicable laws and regulations, and complete assigned compliance training on time.
Communicate with supervisors when unable to adhere to schedule or perform duties as expected.
Identify customer needs, resolve inquiries or recommend solutions, expedite corrections or adjustments, and follow up to ensure resolution.
Collaborate with co-workers and other employees while maintaining confidentiality.

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 6:00 pm.