[Hiring] Customer Service Specialist I @WesBanco Bank, Inc.

Role Description

This position works an alternate schedule: 11 am to 8 pm, Sunday through Thursday, including some Federal Reserve holidays (MLK day, President's Day, Juneteenth, Indigenous People Day and Veteran's Day).

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. Customer inquiries are expected to be responded to and resolved within established departmental service levels.

Essential Duties and Responsibilities

• Models the standards of the Bank's Mission, Vision, and Pledge.
• 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 training and reference materials to work and resolve issues or questions independently.
• De-escalates situations when necessary or escalates calls to supervisor after de-escalation attempts.
• Accepts ownership of customer requests and follows them through to resolution.
• Assists customers with various computing environments, including both Apple and Android products, browsers, and operating systems to support and promote 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 responsibilities with or without prior notice.

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.

Requirements

• Banking is a highly regulated industry; expected to acquire and maintain proficiency in the Bank's policies and procedures.
• Complete all assigned compliance training in a timely manner.
• Demonstrates strong time management skills.
• Ability to work independently and multi-task in a fast-paced environment.
• Adhere to communication protocols with supervisors when unable to adhere to schedule or perform duties as expected.
• Willingness to work a flexible schedule, with frequent adjustments to hours and able to work additional hours if needed.
• Ability to work outside of normal banking hours.
• Possess the ability to work under pressure, minimizing distractions and maintaining a positive attitude.
• Adapt quickly to change and learn readily in a remote environment.
• Willingness to provide a level of service which will clearly differentiate us from our competitors.
• Ability to build and retain customer relationships against competition.
• Identifies customer concerns or needs, resolves inquiries or recommends best solutions, expedites corrections or adjustments, and follows up to ensure resolution.
• Demonstrates effective communication skills, showing empathy and active listening skills.
• Maintains a professional demeanor in appearance, interpersonal relations, work ethic, and attitude.
• Exhibits clear, concise, effective written and oral communication skills.
• Firm grasp of spelling, grammar, and email and phone etiquette.
• Collaborates with co-workers and employees.
• Maintains confidentiality.
• Expertise in using a personal computer and managing one's own home networking infrastructure.
• Possesses knowledge and experience using Android and Apple products and Bank supported web browsers and operating systems.
• Ability to type with speed and accuracy.
• Ability to operate standard office equipment, including phones, computers, and peripherals.

Benefits

• The wage range for the Customer Service Specialist 1 position is $17.65-$20.00 an hour, eligible for approved overtime and a +$1.00/hr shift premium after 6:00 pm.
• Includes 17 days of PTO (Paid Time Off) and 5 days of STD (Short Term Disability) and 11 annual paid holidays, and 1 float holiday.
• Excellent benefits package including medical, dental, and vision.
• Health Care Flexible Spending, Dependent Care Flexible Spending, Transportation Fringe Benefit Plan.
• Group Life, Long Term Disability, Optional Life, access to voluntary benefit products such as Cancer, Term & Universal Life, Accident, Short-Term Disability, and Critical Illness policies.
• 401(k) with employee match.