Remote Banking Customer Support Specialist I

WesBanco, Inc.; Ross Township (Allegheny County); Remote; USD 21,000 - 30,000; Full time

Job summary

WesBanco, Inc. is seeking a Customer Service Specialist I to join our call center in the United States. You will respond to customer inquiries, provide information on bank products and services, and resolve issues with a focus on service levels and customer satisfaction.

The role requires handling various banking-related inquiries, including digital banking support, debit card processing, and policy guidance, while maintaining professionalism and adherence to metrics.

Qualifications

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

Responsibilities

• Handles inbound calls from multiple queues and provides information on bank products and services.
• Resolves customer requests with accuracy and in accordance with service levels.
• De-escalates situations when necessary or escalates to supervisor after de-escalation attempts.
• Owns customer requests and follows through to resolution.
• Assists customers with digital banking and device compatibility across Apple and Android environments.
• Processes transactions and updates account information with relevant business partners.
• Maintains knowledge of bank products, including deposit and loan services.
• Participates in weekly quality reviews and monthly department meetings.
• Adheres to call handling, schedule adherence, call quality, and customer satisfaction metrics.
• Maintains professional demeanor and effective written and verbal communication.

Education

High school diploma or GED

Job description

WesBanco, Inc. is seeking a Customer Service Specialist I to join our call center in the United States. You will respond to customer inquiries, provide information on bank products and services, and resolve issues with a focus on service levels and customer satisfaction.

The role requires handling various banking-related inquiries, including digital banking support, debit card processing, and policy guidance, while maintaining professionalism and adherence to metrics.