CS Specialist 1 - Customer Service Center

WesBanco Bank, Inc.•Ann Arbor, MI

7h•Remote

About The Position

The Customer Service Specialist I is responsible for identifying, responding to, and resolving 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 and courteous support while meeting required metrics and resolving inquiries within departmental service levels. The role handles inbound calls concerning accounts, products and services, digital banking, debit cards, bank policies, and other customer requests. Specialists use training and reference materials to resolve issues independently, take ownership of requests through resolution, and de-escalate or escalate calls when appropriate. The position also supports customers using Apple and Android devices, browsers, and operating systems for digital banking services, and coordinates with business partners to complete transactions or correct account information. The schedule is 9 a.m. to 8 p.m., Wednesday through Saturday, with work on some Federal Reserve holidays. The role requires adherence to applicable banking laws and policies, timely completion of compliance training, and the ability to adapt and learn in a remote environment. Specialists attend weekly quality review and monthly departmental meetings and maintain service, quality, schedule-adherence, and customer-satisfaction metrics.

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, with an emphasis on resolving most customer issues during the call with minimal follow-up.
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 skills, including spelling, grammar, and email and phone etiquette.
Professional demeanor in appearance, interpersonal relations, work ethic, and attitude.
Ability to maintain confidentiality.
Expertise using a personal computer and managing a 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.
Ability to operate standard office equipment, including phones, computers, and peripherals.
Ability and willingness to follow Bank policies and procedures, applicable laws, rules, and regulations, and complete assigned compliance training in a timely manner.
Willingness to work a flexible schedule, including frequent adjustments to hours, additional hours if needed, and hours outside normal banking hours.
Willingness to provide a level of service that differentiates the Bank from competitors and to 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 account questions, product and service information, digital banking services, debit card processing, bank policy, and other customer requests.
Use training and reference materials to independently work through and resolve customer issues and 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.
Assist customers with Apple and Android products, 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 resolve customer issues and complaints promptly and accurately.
Attend weekly quality review meetings covering development, 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.
Identify customer concerns or needs, resolve inquiries or recommend solutions, expedite corrections or adjustments, and follow up to ensure resolution.
Communicate with supervisors when unable to adhere to the schedule or perform duties as expected.
Collaborate with co-workers and employees while maintaining confidentiality.
Complete other assigned job duties and responsibilities.