CS Specialist I - Customer Service Center

WesBanco Bank Inc.; Ann Arbor (MI); On-site; USD 35,000 - 45,000; Full time

Job summary

WesBanco Bank Inc. in Ann Arbor, Michigan is looking for a Customer Service Specialist I. This role involves providing professional support to customers through the bank's call center, resolving inquiries related to products and services while adhering to defined service levels.

The ideal candidate will possess strong communication skills and a proven customer service background. Flexibility in scheduling is necessary, as the role requires adapting to change in service hours rapidly.

Qualifications

• Strong time management skills.
• Ability to work independently and multi-task in a fast-paced environment.
• Demonstrates effective communication skills, showing empathy and active listening.

Responsibilities

• Responsible for identifying and resolving customer requests.
• Processes inbound calls related to account questions and product information.
• Assists customers with various computing environments.

Skills

Customer service

Time management

Communication skills

Problem-solving

Education

High school diploma or GED

Minimum of one year of customer service experience

Job description

Schedule

Alternate schedule: 11 a.m. to 8 p.m., Tuesday through Saturday, including some Federal Reserve holidays (MLK Day, President’s Day, Juneteenth, Indigenous People Day, and Veteran’s Day).

Summary

Responsible for identifying, responding to, and resolving customer requests related to bank products and services in the Bank's call center. The Customer Service Specialist I is often the primary interaction a customer may have with the bank and provides professional and courteous customer support while adhering to required metrics. Customer inquiries are expected to be responded to and resolved within established departmental service levels.

Essential Duties and Responsibilities

• Models the standards of the Bank's Mission, Vision, and Pledge.
• Processes inbound calls from all queues, including account questions, product and service information, digital banking services, debit card processing, bank policy and various customer requests.
• Uses training and reference materials provided to work and resolve an issue or question independently.
• De-escalates situations when necessary or escalates call to supervisor after de-escalation attempt.
• Assists customers with various computing environments, including both Apple and Android products, browsers, and operating systems to support and promote digital banking services on all supported devices.
• Completes customer transactions and corrects account information by engaging correct business partners.
• Identifies and resolves customer issues and complaints promptly and accurately.
• Attends a weekly quality review meeting for ongoing development including coaching, career development, call metrics, updates on policy and procedure.
• Attends a monthly departmental meeting.
• 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.
• Accepts other assigned job duties and/or responsibilities with or without prior notice.

Other Requirements

• Acquires and maintains a proficiency in the Bank's policies and procedures and adheres to all applicable laws, rules and regulations.
• Completes all assigned compliance training in a timely manner.
• Demonstrates strong time management skills.
• Ability to work independently and multi-task in a fast-paced environment, with an emphasis on resolving most customers’ issues during the call with minimal follow-up.
• Adheres to communication protocols with supervisors when unable to adhere to schedule or perform duties as expected.
• Willingness to work a flexible schedule, with frequent adjustments to hours and able to work additional hours if needed.
• Ability to work outside of normal banking hours.
• Possesses an ability to work under pressure, minimizing distractions and maintaining a positive attitude.
• Adapt quickly to change and learn readily in a remote environment.
• Willingness to provide a level of service which will clearly differentiate us from our competitors.
• Ability to build and retain customer relationships against competition.
• Demonstrates effective communication skills, showing empathy and active listening skills.
• Maintains professional demeanor in appearance, interpersonal relations, work ethic and attitude.
• Exhibits clear, concise, effective written and oral communication skills to effectively express thoughts, ideas and concepts to bank employees and customers. Firm grasp of spelling, grammar and email and phone etiquette.
• Collaborates with co-workers and employees.
• Maintains confidentiality.
• Expertise in using a personal computer and managing one's own home networking infrastructure needed to support reliable access to the Bank's virtual environment.
• Possesses 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, computer and peripherals.
• High school diploma or GED required.
• 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.