CS Specialist 1 - Customer Service Center

WesBanco Bank•Uniontown, OH

11d

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, the specialist provides professional, courteous customer support and works to meet departmental service levels and agent metrics. The role handles inquiries about accounts, products and services, digital banking, debit cards, bank policies, and other customer needs, aiming to resolve issues during the call with minimal follow-up. The specialist works independently using training and reference materials, 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 customer transactions and account-information corrections with appropriate business partners; and maintains knowledge of deposit, loan, digital banking, and other banking products. Ongoing development includes weekly quality review meetings and monthly departmental meetings. Because banking is highly regulated, the specialist must learn and follow Bank policies and procedures, applicable laws and regulations, and assigned compliance training. The position requires reliable access to the Bank’s virtual environment, including a personal computer and home networking infrastructure. The schedule is 8 a.m. to 7 p.m., Wednesday through Saturday, and includes some Federal Reserve holidays: MLK Day, Presidents’ Day, Juneteenth, Indigenous Peoples’ Day, and Veterans Day. The role may require schedule adjustments, work outside normal banking hours, and additional hours as needed.

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 the 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, 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 skills, 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.
Ability to 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, 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.
Willingness to work a flexible schedule with frequent adjustments, outside normal banking hours, and additional hours if needed.
Ability to work Wednesday through Saturday on the stated schedule and on some listed Federal Reserve holidays.

Nice To Haves

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

Responsibilities

Process inbound calls from all queues, including account questions, product and service information, digital banking services, debit card processing, bank policies, and other customer requests.
Use provided training and reference materials to resolve issues and questions independently.
De-escalate customer 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 devices, browsers, and operating systems to support the Bank’s 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.
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, laws, rules, and regulations, and 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, recommend solutions, expedite corrections or adjustments, and follow up to ensure resolution.
Collaborate with co-workers and other employees while maintaining confidentiality.
Perform other assigned duties and responsibilities, with or without prior notice.