Remote Banking Support Specialist I

WesBanco Bank, Inc.; Bowie (MD); Remote; USD 37,000 - 42,000; Full time

Benefits offered by this job

PTO and holidays

Health/dental/vision benefits

401(k) matching

Flexible schedule

Job summary

WesBanco Bank, Inc. is seeking a CS Specialist I for its Customer Service Center. This remote role supports customers across listed states with a schedule of 11:00 AM to 8:00 PM, Sunday through Thursday, including several federal holidays.

You will handle inquiries on bank products, resolve issues, and maintain high service levels. Responsibilities include processing transactions, guiding customers through digital banking, and collaborating with partners to correct account information while

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

• Answer inbound calls from all queues, provide product and service information, and assist with digital banking and debit card questions.
• De-escalate situations when necessary or escalate to supervisor after de-escalation attempts.
• Own customer requests and follow through to resolution; perform transactions and correct account information with correct business partners.
• Identify and resolve customer issues promptly and accurately; adhere to departmental service levels.
• Attend weekly quality reviews for coaching, development, and policy updates; participate in monthly department meetings.
• Maintain knowledge of deposit, loan, and digital banking products; comply with bank policies and procedures.
• Adhere to call metrics, schedule adherence, call quality scores, and customer satisfaction targets.
• Ability to work a flexible schedule, including evenings and holidays, and outside normal banking hours.

Skills

Customer service

Call center

Time management

Education

High school diploma or GED

Tools

Personal computer

Job description

WesBanco Bank, Inc. is seeking a CS Specialist I for its Customer Service Center. This remote role supports customers across listed states with a schedule of 11:00 AM to 8:00 PM, Sunday through Thursday, including several federal holidays.

You will handle inquiries on bank products, resolve issues, and maintain high service levels. Responsibilities include processing transactions, guiding customers through digital banking, and collaborating with partners to correct account information while