Remote Banking Customer Support Specialist I

WesBanco; United States; Remote; USD 24,000 - 28,000; Full time

Benefits offered by this job

Medical benefits

401(k) with match

Paid time off

Job summary

WesBanco is seeking a Customer Service Specialist I for a 100% remote role within the bank's footprint to support customers with account questions, digital banking, debit card processing and product information.

You will handle inbound calls, de-escalate when needed, own issues through to resolution, and collaborate with partners to complete transactions while maintaining service levels.

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

• Processes inbound calls from all queues, including account questions, product and service information, digital banking services, debit card processing, bank policy and various customer requests.
• Uses the training and reference materials provided in order to work and resolve an issue or question independently.
• 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.
• Assists customers with various computing environments, including both Apple and Android products, browsers and operating systems to support and promote our digital banking services on all supported devices.
• 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.
• Attends a monthly departmental meeting.
• Adheres to agent metric standards for calls handled, adherence to schedule, call quality score, ready/not ready time and customer satisfaction.
• Maintains knowledge of deposit, loan, digital banking services and other banking products.
• Accepts other assigned job duties and or responsibilities with or without prior notice.

Skills

Customer service

Contact center

Banking knowledge

Education

High school diploma

Job description

WesBanco is seeking a Customer Service Specialist I for a 100% remote role within the bank's footprint to support customers with account questions, digital banking, debit card processing and product information.

You will handle inbound calls, de-escalate when needed, own issues through to resolution, and collaborate with partners to complete transactions while maintaining service levels.