CS Specialist I - Customer Service Center

WesBanco; Bowie (MD); À distance; USD 24 000 - 28 000; Plein temps

Avantages offerts par ce poste

PTO 17 days

Short Term Disability 5 days

Paid holidays 11

Float holiday

Health benefits

Flexible Spending: Health

Flexible Spending: Dependent Care

Transportation benefits

Life insurance

401(k) with match

Résumé du poste

WesBanco is hiring a Customer Service Specialist I for a 100% remote role within the bank’s footprint. You will handle inbound calls, provide banking product information, and support digital banking services, with a schedule 9am–8pm Saturday through Tuesday, including some holidays.

The role emphasizes professional communication, empathy, and problem-solving to resolve customer inquiries promptly. You will de-escalate issues when needed and collaborate with partners to complete transactions

Qualifications

• High school diploma or GED is required.
• Minimum of one year of customer service experience.
• Minimum of one year of contact center experience or equivalent.
• Willingness to work a flexible schedule including weekends/holidays.
• Ability to work remotely and manage home networking for virtual environment.

Responsabilités

• Answer inbound customer calls and resolve questions about banking products and services.
• De-escalate issues when needed and escalate to supervisor after attempts.
• Process transactions and update account information with correct business partners.
• Support digital banking services and assist with debit card processing.
• Attend weekly quality reviews and monthly departmental meetings.
• Maintain knowledge of deposit, loan, and digital banking offerings.
• Maintain customer confidentiality and professionalism.

Connaissances

Empathy and active listening

Communication skills

Time management

Problem solving

Multitasking

Team collaboration

Confidentiality

Formation

High school diploma or GED

Description du poste

This position is 100% remote within the Bank's footprint (FL, IN, KY, MD, MI, OH, PA, TN, VI, WV). Employee will work full time remote outside of a WesBanco location (may occasionally attend in person meetings, although primary functions of the role are performed remotely).

Schedule is 9am to 8pm, Saturday through Tuesday, 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

• Personally, 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 the training and reference materials provided in order to work and resolve an issue or question independently.
• 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 various computing environments, including both Apple and Android products, browsers and operating systems to support and promote our 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

• Banking is a highly regulated industry and you will be expected to acquire and maintain a proficiency in the Bank's policies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing. You will also be expected to complete 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.
• Adhere 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.
• Possess 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.
• Accepts ownership of the customer request and follows it through to resolution.
• Identifies customer concerns or needs, resolves the inquiry or recommends best solution, expedites the correction or adjustment and follows up to ensure resolution.
• 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 bank 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.

Additional Information

The wage range for the Customer Service Specialist 1 position is $17.65-$20.00 an hour and is eligible for approved overtime and a +$1.00/hr shift premium after 6:00 pm. The position includes 17 days of PTO (Paid Time Off) and 5 days of STD (Short Term Disability) and 11 annual paid holidays, and 1 float holiday.

WesBanco has an excellent benefits package to include medical, dental, and vision, Health Care Flexible Spending, Dependent Care Flexible Spending, Transportation Fringe Benefit Plan, Group Life, Long Term Disability, Optional Life, access to voluntary benefit products such as Cancer, Term & Universal Life, Accident, Short-Term Disability and Critical Illness policies, and other ancillary benefit products. WesBanco also offers 401(k) with employee match.