Position Overview
This position is 100% remote within the Bank's footprint (FL, IN, KY, MD, MI, OH, PA, TN, VI, WV). Employees will work full-time remotely outside of a WesBanco location, though occasional in-person meetings may be required.
Schedule
This position works an alternate schedule: 11:00 AM to 8:00 PM, Monday through Friday. This includes some Federal Reserve holidays (MLK Day, President's Day, Juneteenth, Indigenous People's Day, and Veteran's Day).
Summary
Responsible for identifying, responding to, and resolving customer requests related to bank products and services in the Bank's call center. The Customer Service Specialist I is often the primary interaction a customer may have with the bank and provides professional and courteous customer support while adhering to required metrics.
Essential Duties and Responsibilities
- Model the standards of the Bank's Mission, Vision, and Pledge.
- Process inbound calls regarding account questions, product information, digital banking, debit card processing, and bank policy.
- De-escalate situations when necessary or escalate to a supervisor.
- Accept ownership of customer requests through to resolution.
- Assist customers with various computing environments (Apple/Android, browsers, operating systems) to support digital banking.
- Complete customer transactions and correct account information.
- Identify and resolve customer issues and complaints promptly.
- Attend weekly quality review meetings and monthly departmental meetings.
- Adhere to agent metric standards for calls handled, schedule adherence, quality scores, and customer satisfaction.
- Maintain knowledge of deposit, loan, and digital banking products.
Requirements
- High school diploma or GED required.
- Minimum of one year of customer service experience required (banking or financial institution experience preferred).
- Minimum of one year of contact center experience or equivalent required.
- Strong time management, multi-tasking, and problem-solving skills.
- Ability to work independently in a fast-paced, remote environment.
- Proficiency in using a PC and managing home networking infrastructure for reliable access.
- Strong written and oral communication skills with empathy and active listening.
- Ability to maintain confidentiality and professional demeanor.
Additional Information
- Wage Range: $17.65 - $20.00 per hour.
- Benefits: Eligible for approved overtime and a +$1.00/hr shift premium after 6:00 PM. Includes 17 days of PTO, 5 days of STD, 11 annual paid holidays, and 1 float holiday.
- Comprehensive Benefits: Medical, dental, vision, 401(k) with match, life insurance, disability coverage, and more.