Remote Banking Customer Service Specialist I

WesBanco, Inc.; Uniontown, Cincinnati, Defiance, Ann Arbor (OH, OH, OH, MI); Remote; USD 21,000 - 28,000; Full time

Job summary

WesBanco, Inc. is seeking a CS Specialist I for our Customer Service Center. This remote position handles customer inquiries about bank products and services, with a focus on timely resolution and adherence to service levels.

Primary duties include processing calls, resolving issues, and coordinating with partners to complete transactions. The role requires 1 year of customer service experience (banking preferred) and a 9am–8pm schedule, Tuesday–Friday, with occasional Federal holidays.

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

• 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-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.
• 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.
• Adheres to agent metric standards for calls handled, adherence to schedule, call quality score, ready/not ready time and customer satisfaction.

Education

High school diploma or GED

Job description

WesBanco, Inc. is seeking a CS Specialist I for our Customer Service Center. This remote position handles customer inquiries about bank products and services, with a focus on timely resolution and adherence to service levels.

Primary duties include processing calls, resolving issues, and coordinating with partners to complete transactions. The role requires 1 year of customer service experience (banking preferred) and a 9am–8pm schedule, Tuesday–Friday, with occasional Federal holidays.