CS Specialist I - Customer Service Center

WesBanco Bank, Inc.•Ann Arbor, MI

12h•$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 for customers, the specialist provides professional, courteous support and works to resolve inquiries within departmental service levels while meeting required metrics. The role is scheduled from 11 a.m. to 8 p.m., Sunday through Thursday, including some Federal Reserve holidays: MLK Day, President’s Day, Juneteenth, Indigenous Peoples’ Day, and Veterans Day. The specialist handles inbound calls across queues, including questions about accounts, products and services, digital banking, debit cards, bank policies, and other customer requests. The specialist uses training and reference materials to resolve issues independently, takes ownership of requests through resolution, and de-escalates or escalates calls as appropriate. The role also involves assisting customers with supported Apple and Android devices, browsers, and operating systems; completing transactions and correcting account information with the appropriate business partners; and promptly and accurately resolving customer issues and complaints. The specialist attends weekly quality review and coaching meetings and monthly departmental meetings, maintains knowledge of the Bank’s products and services, and adheres to agent metrics for calls handled, schedule adherence, call quality, ready/not-ready time, and customer satisfaction. The position requires compliance with applicable banking laws, rules, regulations, and Bank policies, as well as completion of assigned compliance training. The specialist may be assigned other duties or responsibilities. The role requires strong time management, communication, customer-service, and relationship-building skills; the ability to work independently, multitask, and remain composed in a fast-paced environment; and the ability to adapt and learn in a remote environment. The specialist must be able to use a personal computer and maintain home networking infrastructure for reliable access to the Bank’s virtual environment, type accurately, and operate standard office equipment. The position is paid $17.65–$20.00 per hour, is eligible for approved overtime, and includes a $1.00-per-hour shift premium after 6:00 p.m. The position offers PTO, short-term disability, paid holidays, and a benefits package.

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 a flexible schedule with frequent adjustments to hours, work additional hours if needed, and work outside normal banking hours.
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 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 collaborate with co-workers and employees and maintain confidentiality.
Expertise using a personal computer and managing home networking 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.
Willingness to provide high-quality service and build and retain customer relationships.

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 from all queues, including calls about accounts, products and services, digital banking, debit cards, bank policies, and other customer requests.
Use training and reference materials to resolve customer issues or questions independently.
De-escalate situations when necessary and 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 products, browsers, and operating systems to support digital banking on supported devices.
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, 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, procedures, laws, rules, and regulations and complete assigned compliance training.
Communicate with supervisors when unable to adhere to 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 employees.
Perform other assigned duties or 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, dental, and vision benefits.
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, and other ancillary products.
401(k) with employee match.
Approved overtime eligibility.
$1.00-per-hour shift premium after 6:00 p.m.