Remote Banking Call Center Specialist

WesBanco Bank Inc.; Ross Township (Allegheny County); Remote; USD 32,000 - 46,000; Full time

Job summary

WesBanco Bank Inc. is seeking a Customer Service Specialist I to handle bank product and service inquiries in a call center, delivering professional, courteous support while meeting service levels.

The role involves assisting customers with digital banking, processing transactions, and maintaining product knowledge. Ideal candidates bring at least one year of customer service experience (banking preferred) and a high school diploma or GED.

Qualifications

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

Responsibilities

• Identify, respond to, and resolve customer requests related to bank products and services in the Bank's call center.
• Process inbound calls from all queues, including account questions, product and service information, digital banking services, debit card processing, bank policy and various customer requests.
• De-escalate situations when necessary or escalate call to supervisor after de-escalation attempt.
• Accepts ownership of the customer request and follows it through to resolution.
• Assist 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.
• Maintains knowledge of deposit, loan, digital banking services and other banking products.
• 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.

Skills

Customer service

Call center

Communication skills

Time management

Education

High school diploma or GED

Job description

WesBanco Bank Inc. is seeking a Customer Service Specialist I to handle bank product and service inquiries in a call center, delivering professional, courteous support while meeting service levels.

The role involves assisting customers with digital banking, processing transactions, and maintaining product knowledge. Ideal candidates bring at least one year of customer service experience (banking preferred) and a high school diploma or GED.