Banking Customer Care Specialist I (Remote-Ready)

WesBanco, Inc.; Indianapolis (IN); Remote; USD 34,000 - 49,000; Full time

Job summary

WesBanco, Inc. in Indianapolis, IN is hiring a Customer Service Specialist I for our call center.

You will identify, respond to, and resolve customer inquiries related to bank products and services, delivering professional support while meeting required metrics. You'll handle inbound calls across queues, assist with digital banking, debit cards, and account information, escalate when needed, and strive to resolve most issues during the first contact.

Qualifications

• Minimum of one year of customer service experience required; customer service experience within banking or financial institution preferred.
• Minimum of one year of contact center experience or equivalent required.
• H high school diploma or GED required.

Responsibilities

• Processes inbound calls from all queues, including account questions and product information.
• De-escalates situations when necessary or escalates call to supervisor after de-escalation attempt.
• Accepts ownership of the customer request and follows it through to resolution.
• Assists customers with computing environments (Apple/Android), browsers and OS to support digital banking services.
• Completes customer transactions and corrects account information by engaging correct business partners.
• Attends a weekly quality review meeting for ongoing development including coaching, career development, call metrics, updates on policy and procedure.
• Adheres to agent metric standards for calls handled, adherence to schedule, call quality score, ready/not ready time and customer satisfaction.
• Maintains knowledge of deposit, loan, digital banking services and other banking products.
• Ability to work outside of normal banking hours.
• Willingness to work a flexible schedule, with frequent adjustments to hours and able to work additional hours if needed.

Job description

WesBanco, Inc. in Indianapolis, IN is hiring a Customer Service Specialist I for our call center.

You will identify, respond to, and resolve customer inquiries related to bank products and services, delivering professional support while meeting required metrics. You'll handle inbound calls across queues, assist with digital banking, debit cards, and account information, escalate when needed, and strive to resolve most issues during the first contact.