Remote Banking Support Specialist

WesBanco; Pittsburgh (Allegheny County); On-site; USD 40,000 - 50,000; Full time

Job summary

WesBanco is seeking a Customer Service Specialist I to handle remote customer inquiries related to deposits, loans, digital banking, and other banking products from a home office, while meeting service level metrics.

The position requires de-escalation skills, collaboration with business partners, and proficiency with Apple/Android devices and browsers. Scheduled 11:00 a.m. to 8:00 p.m., Tuesday through Saturday, with occasional Federal Reserve holidays.

Qualifications

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

Responsibilities

• Model the standards of the Bank's Mission, Vision, and Pledge.
• 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, using training and reference materials to resolve issues independently.
• De-escalate situations when necessary or escalate call to supervisor after de-escalation attempt.
• Accept ownership of the customer request and follow it through to resolution.
• Assist customers with various computing environments, including Apple and Android products, browsers, and operating systems to support and promote digital banking services on all supported devices.
• Complete customer transactions and correct account information by engaging the correct business partners.
• Identify and resolve customer issues and complaints promptly and accurately.
• Attend a weekly quality review meeting for ongoing development, coaching, career development, call metrics, policy updates, and procedure updates.
• Attend a monthly departmental meeting.
• Adhere to agent metric standards for calls handled, adherence to schedule, call quality score, ready/not ready time, and customer satisfaction.
• Maintain knowledge of deposit, loan, digital banking services, and other banking products.
• Accept other assigned job duties and responsibilities with or without prior notice.

Education

High school diploma or GED

Job description

WesBanco is seeking a Customer Service Specialist I to handle remote customer inquiries related to deposits, loans, digital banking, and other banking products from a home office, while meeting service level metrics.

The position requires de-escalation skills, collaboration with business partners, and proficiency with Apple/Android devices and browsers. Scheduled 11:00 a.m. to 8:00 p.m., Tuesday through Saturday, with occasional Federal Reserve holidays.