CS Specialist I - Customer Service Center

WesBanco Bank, Inc.•Bowie, MD

12h•$18 - $20•Remote

About The Position

The Customer Service Specialist I responds to and resolves customer requests related to the Bank’s products and services in its call center. As a frequent primary point of contact, the specialist provides professional, courteous support and meets departmental service levels and agent metrics. The role handles inquiries about accounts, products and services, digital banking, debit cards, bank policies, and other customer requests, using provided training and reference materials to resolve issues independently when possible. The specialist takes ownership of customer requests through resolution, de-escalates or escalates calls when appropriate, helps customers use supported digital banking services and devices, processes transactions, coordinates corrections to account information with business partners, and addresses customer issues and complaints. The role also includes weekly quality review and coaching meetings, monthly departmental meetings, maintaining knowledge of banking products and procedures, and completing required compliance training. The posted schedule is 11 a.m. to 8 p.m., Sunday through Thursday, including some Federal Reserve holidays. The role may require schedule adjustments and additional hours.

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, and maintain a positive attitude.
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 adapt quickly to change and learn in a remote environment.
Ability to maintain customer relationships and provide a high level of service.
Ability to type with speed and accuracy and operate standard office equipment, including phones, computers, and peripherals.
Expertise using a personal computer and managing a home network 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.
Willingness to work a flexible schedule with frequent adjustments, work additional hours if needed, and work outside normal banking hours.

Nice To Haves

Customer service experience within a bank 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 questions, and other customer requests.
Use training and reference materials to independently 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 devices, browsers, and operating systems used 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 covering 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.
Complete other assigned duties and responsibilities.
Maintain proficiency in Bank policies and procedures, comply with applicable laws and regulations, and complete assigned compliance training on time.
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.
Build and retain customer relationships and provide service that differentiates the Bank from competitors.
Collaborate with coworkers and other employees while maintaining confidentiality.

Benefits

17 days of paid time off (PTO).
5 days of short-term disability (STD).
11 annual paid holidays and one floating holiday.
Medical, dental, and vision coverage.
Health Care Flexible Spending and Dependent Care Flexible Spending plans.
Transportation Fringe Benefit Plan.
Group Life and Long Term Disability coverage.
Optional Life coverage.
Access to voluntary benefits, including Cancer, Term and Universal Life, Accident, Short-Term Disability, and Critical Illness policies, and other ancillary benefit products.
401(k) with employee match.
Approved overtime eligibility.
$1.00 per hour shift premium after 6:00 p.m.