Remote Banking Customer Support Specialist I

WesBanco; Findlay (OH); Remote; USD 24,000 - 28,000; Full time

Benefits offered by this job

17 days PTO

Short Term Disability

11 paid holidays

Holiday and float holidays

Health, dental, vision benefits

401(k) with company match

Job summary

WesBanco is seeking a Customer Service Specialist I for our Findlay, OH area. The role focuses on identifying, responding to, and resolving customer requests related to bank products and services in the Bank's call center, delivering professional and courteous service while meeting required metrics.

Responsibilities include handling inbound calls, assisting with digital banking, de-escalation when needed, and collaborating with partners to complete transactions.

Qualifications

• High school diploma or GED required.
• Minimum of one year of customer service experience; banking experience preferred.
• Minimum of one year of contact center experience or equivalent.
• Ability to type with speed and accuracy.

Responsibilities

• Personally models the Bank's Mission, Vision, and Pledge.
• Processes inbound calls from all queues with product and service information and digital banking support.
• De-escalates situations or escalates to supervisor when needed.
• Accepts ownership of customer requests and follows through to resolution.
• Assists customers with various computing environments (Android/Apple) and supported browsers to promote digital banking services.
• Completes customer transactions and corrects account information with the correct business partners.
• Identifies and resolves customer issues promptly and accurately.
• Attends weekly quality review meetings for coaching and development.
• Attends monthly departmental meetings.
• Adheres to agent metrics for calls, schedule adherence, call quality, ready/not ready time, and CSAT.
• Maintains knowledge of deposits, loans, and digital banking services.

Skills

Customer service

De-escalation

Time management

Multitasking

Communication

Active listening

Digital banking

Bank policies

Remote work

Problem solving

Education

High school diploma or GED

Tools

PC literacy

Android

Apple devices

Web browsers

Job description

WesBanco is seeking a Customer Service Specialist I for our Findlay, OH area. The role focuses on identifying, responding to, and resolving customer requests related to bank products and services in the Bank's call center, delivering professional and courteous service while meeting required metrics.

Responsibilities include handling inbound calls, assisting with digital banking, de-escalation when needed, and collaborating with partners to complete transactions.