Remote Banking Customer Support Specialist I

WesBanco; Bowie (MD); On-site; USD 24,000 - 28,000; Full time

Benefits offered by this job

PTO 17 days

STD 5 days

11 paid holidays

401(k) with employer match

Job summary

WesBanco is seeking a Customer Service Specialist I to identify, respond to, and resolve customer inquiries about bank products and services in a call center environment. The role operates 100% remotely within the bank's footprint with occasional in-person meetings as needed.

Responsibilities include handling inbound calls, supporting digital banking, de-escalating when needed, and coordinating with internal partners to complete transactions while meeting service levels.

Qualifications

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

Responsibilities

• Handle inbound calls from all queues, providing product and service information and digital banking support.
• De-escalate situations when necessary or escalate to supervisor after de‑escalation attempts.
• Accept ownership of customer requests and follow through to resolution.
• Assist customers with computing environments (Apple and Android) and digital banking on supported devices.
• Complete transactions and correct account information with business partners.
• Maintain knowledge of deposits, loans, and banking products.
• Attend weekly quality reviews and monthly department meetings.
• Adhere to call metrics, schedule adherence, and customer satisfaction targets.

Skills

Customer service

Call center

Communication

Empathy

Time management

Education

High school diploma or GED

Job description

WesBanco is seeking a Customer Service Specialist I to identify, respond to, and resolve customer inquiries about bank products and services in a call center environment. The role operates 100% remotely within the bank's footprint with occasional in-person meetings as needed.

Responsibilities include handling inbound calls, supporting digital banking, de-escalating when needed, and coordinating with internal partners to complete transactions while meeting service levels.