CS Specialist 1 - Customer Service Center

WesBanco Bank•Bowie, MD

10d•Remote

About The Position

The Customer Service Specialist I works in the Bank’s call center, identifying, responding to, and resolving customer requests about bank products and services. As a frequent primary point of contact, the specialist provides professional and courteous support and responds to inquiries within established service levels while meeting departmental metrics. The position handles inbound calls about accounts, products and services, digital banking, debit cards, bank policies, and other customer requests. The specialist uses training and reference resources to resolve issues independently, takes ownership of requests through resolution, and de-escalates or escalates calls as appropriate. The role also supports customers using Apple and Android devices, browsers, and operating systems; completes transactions and account corrections with the appropriate business partners; and maintains knowledge of banking products and services. The specialist participates in weekly quality reviews and monthly departmental meetings, follows policies and regulatory requirements, completes compliance training, and meets call, schedule-adherence, quality, availability, and customer-satisfaction standards. The role requires adapting to change and learning in a remote environment, maintaining reliable access to the Bank’s virtual environment, and being willing to work a flexible schedule, outside normal banking hours, and additional hours when needed. The schedule is 9 a.m. to 8 p.m., Tuesday through Friday, including some Federal Reserve holidays: MLK Day, Presidents Day, Juneteenth, Indigenous Peoples Day, and Veterans Day. 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. The role includes 17 days of PTO, 5 days of short-term disability, 11 annual paid holidays, and 1 floating holiday, plus the benefits described below.

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.
Ability to resolve most customer issues during the call with minimal follow-up.
Ability to work under pressure, minimize distractions, maintain a positive attitude, and adapt quickly to change and learning in a remote environment.
Willingness to work a flexible schedule with frequent adjustments, additional hours when needed, and outside normal banking hours.
Effective communication skills, including empathy and active listening; clear, concise written and oral communication; and sound spelling, grammar, email, and phone etiquette.
Professional demeanor in appearance, interpersonal relations, work ethic, and attitude.
Ability to maintain customer relationships and provide service that differentiates the Bank from competitors.
Ability to maintain confidentiality and comply with banking policies, procedures, laws, rules, and regulations.
Expertise using a personal computer and managing a home networking infrastructure that supports 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.

Nice To Haves

Customer service experience within a bank or financial institution is preferred.

Responsibilities

Process inbound calls from all queues, including inquiries about accounts, products and services, digital banking, debit cards, bank policies, and other customer requests.
Use training and reference materials to independently work through and resolve issues or questions.
De-escalate situations when necessary or escalate calls to a supervisor after attempting de-escalation.
Take ownership of customer requests and follow them through to resolution, including identifying customer needs, recommending solutions, expediting corrections or adjustments, and following up.
Assist customers with Apple and Android devices, browsers, and operating systems to support 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, 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.
Follow the Bank’s policies and procedures, applicable laws and regulations, and timely completion requirements for assigned compliance training.
Communicate with supervisors when unable to adhere to the schedule or perform duties as expected.
Maintain confidentiality and collaborate with coworkers and other employees.
Accept other assigned duties or responsibilities, with or without prior notice.

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, as well as other ancillary benefit products.
401(k) with employee match.
Approved overtime eligibility.
$1.00-per-hour shift premium after 6:00 p.m.