CS Specialist 1 - Customer Service Center

WesBanco Bank, Inc.•Bowie, MD

6h•$18 - $20•Remote

About The Position

The Customer Service Specialist I provides professional, courteous support to bank customers through the Bank’s call center. The role identifies, responds to, and resolves requests about bank products and services within established departmental service levels while meeting agent metrics. The specialist handles customer questions and transactions, works to resolve issues during the initial call when possible, and takes ownership of requests through resolution. The role requires maintaining knowledge of banking products, policies, procedures, and applicable regulatory requirements, as well as completing assigned compliance training. The schedule is 8:00 a.m. to 7:00 p.m., Wednesday through Saturday, and includes some Federal Reserve holidays: MLK Day, Presidents’ Day, Juneteenth, Indigenous Peoples’ Day, and Veterans Day. The position may require schedule adjustments, work outside normal banking hours, and additional hours when needed. It is performed remotely and requires reliable access to the Bank’s virtual environment. The wage range is $17.65–$20.00 per hour. Approved overtime is eligible, and a $1.00-per-hour shift premium applies after 6:00 p.m. The position includes 17 days of PTO, 5 days of short-term disability, 11 annual paid holidays, and 1 floating holiday. WesBanco offers medical, dental, and vision coverage; flexible spending accounts; a transportation fringe benefit plan; group life and long-term disability coverage; optional life insurance; access to voluntary benefit products and other ancillary benefits; and a 401(k) with employee match.

Requirements

High school diploma or GED required.
At least one year of customer service experience required.
At least one year of contact center experience or equivalent required.
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.
Willingness to work a flexible schedule with frequent adjustments, work outside normal banking hours, and work additional hours when needed.
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, concise, effective written and oral communication, with strong spelling, grammar, email, and phone etiquette.
Professional demeanor in appearance, interpersonal relations, work ethic, and attitude.
Ability to build and retain customer relationships and provide service that differentiates the Bank from competitors.
Expertise using a personal computer and managing a home networking infrastructure to support reliable access to the Bank’s virtual environment.
Ability to type with speed and accuracy.
Ability to operate standard office equipment, including phones, computers, and peripherals.
Ability to use Android and Apple products and Bank-supported web browsers and operating systems.

Nice To Haves

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

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 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 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 and procedures and laws, rules, and regulations; complete assigned compliance training on time.
Communicate with supervisors when unable to adhere to the schedule or perform duties as expected.
Identify customer concerns or needs, resolve inquiries or recommend solutions, expedite corrections or adjustments, and follow up to ensure resolution.
Maintain confidentiality and collaborate with co-workers and other employees.
Perform other assigned duties or responsibilities, with or without prior notice.

Benefits

17 days of PTO (Paid Time Off)
5 days of Short-Term Disability
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 coverage
Long-Term Disability coverage
Optional Life coverage
Access to voluntary benefit products, including Cancer, Term and Universal Life, Accident, Short-Term Disability, and Critical Illness policies
Other ancillary benefit products
401(k) with employee match
Approved overtime eligibility
$1.00-per-hour shift premium after 6:00 p.m.