Remote Banking Support Specialist I

WesBanco, Inc.; Bowie (MD); On-site; USD 24,000 - 28,000; Full time

Job summary

WesBanco, Inc. is seeking a Customer Service Specialist I to identify, respond to, and resolve customer requests related to bank products and services in the Bank's call center.

You will be the primary interaction for customers, providing professional support while meeting departmental service levels. Responsibilities include handling inbound calls across queues, de-escalation when needed, owning requests through resolution, and supporting digital banking on various devices.

Qualifications

• Minimum of one year of customer service experience.
• Minimum of one year of contact center experience or equivalent.
• Ability to work independently and multi-task in a fast-paced environment.
• Excellent verbal and written communication skills.

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.
• 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 to support digital banking services on all devices.
• Completes customer transactions and corrects account information with correct business partners.
• Identifies and resolves customer issues and complaints promptly and accurately.

Skills

Customer service

Communication

Time management

Multitasking

Empathy

Education

High school diploma or GED

Tools

Personal computer

Job description

WesBanco, Inc. is seeking a Customer Service Specialist I to identify, respond to, and resolve customer requests related to bank products and services in the Bank's call center.

You will be the primary interaction for customers, providing professional support while meeting departmental service levels. Responsibilities include handling inbound calls across queues, de-escalation when needed, owning requests through resolution, and supporting digital banking on various devices.