Remote Banking Customer Service Specialist I

WesBanco Bank Inc.; Defiance (OH); On-site; USD 32,000 - 46,000; Full time

Job summary

WesBanco Bank Inc. seeks a Customer Service Specialist I to identify, respond to, and resolve customer requests in the bank's call center.

You will handle account questions, digital banking info, debit card processing, and more, using provided materials to work independently and escalate when needed. Role requires at least one year of customer service and contact center experience; flexibility to work a schedule including some federal holidays and evenings and the ability to support Apple and

Qualifications

• 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.

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, and various customer requests.
• De-escalate situations when necessary or escalate call to supervisor after de-escalation attempt.
• Accept ownership of the customer request and follow it through to resolution.
• Assist customers with computing environments (Apple/Android), browsers and operating systems to support digital banking services.
• Complete customer transactions and correct account information by engaging correct business partners.
• Maintain knowledge of deposit, loan, digital banking services and other banking products.
• Attend weekly quality review and monthly departmental meetings; adhere to call metrics and schedule adherence.
• Maintain confidentiality and professional demeanor; effective written and oral communication.

Education

High school diploma or GED

Job description

WesBanco Bank Inc. seeks a Customer Service Specialist I to identify, respond to, and resolve customer requests in the bank's call center.

You will handle account questions, digital banking info, debit card processing, and more, using provided materials to work independently and escalate when needed. Role requires at least one year of customer service and contact center experience; flexibility to work a schedule including some federal holidays and evenings and the ability to support Apple and