Banking Customer Care Specialist I

WesBanco Bank Inc.; Youngstown (OH); Remote; USD 36,000 - 40,000; Full time

Job summary

WesBanco Bank Inc. is seeking a Customer Service Specialist I to identify, respond to, and resolve customer requests related to bank products and services in the Bank's call center. The role often represents the primary customer interaction, delivering professional support while meeting established service levels.

Schedule is 8am to 7pm, Wednesday through Saturday, including some Federal Reserve holidays. You will assist with digital banking, process transactions, and stay updated on deposit and

Qualifications

• Minimum one year of customer service experience.
• Minimum one year of contact center experience or equivalent.
• High school diploma or GED required.

Responsibilities

• Process inbound calls from all queues, including account questions and digital banking services, using training materials to resolve issues.
• De-escalate situations when necessary or escalate to a supervisor after de-escalation attempts.
• Assist customers with digital banking services and devices, supporting banking on supported browsers and OS.
• Complete customer transactions and correct account information by engaging appropriate business partners.
• Identify and resolve customer issues and complaints promptly and accurately.
• Attend weekly quality review meetings and monthly departmental meetings.
• Adhere to agent metric standards for calls, schedule adherence, and customer satisfaction.
• Maintain knowledge of deposit, loan, digital banking services and other banking products.
• Maintain confidentiality and collaborate with co-workers.

Skills

Customer service

Call center

De-escalation

Digital banking

Problem solving

Time management

Communication skills

Multitasking

Remote adaptability

Attention to detail

Education

High school diploma or GED

Job description

WesBanco Bank Inc. is seeking a Customer Service Specialist I to identify, respond to, and resolve customer requests related to bank products and services in the Bank's call center. The role often represents the primary customer interaction, delivering professional support while meeting established service levels.

Schedule is 8am to 7pm, Wednesday through Saturday, including some Federal Reserve holidays. You will assist with digital banking, process transactions, and stay updated on deposit and