[Remote] Customer Service Specialist I - Customer Service Center

Note: The job is a remote job and is open to candidates in USA. WesBanco is a financial institution seeking a Customer Service Specialist I for their call center. This role is responsible for responding to and resolving customer requests related to bank products and services, providing professional and courteous support while adhering to service metrics.ResponsibilitiesPersonally, models the standards of the Bank's Mission, Vision, and PledgeProcesses 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 the training and reference materials provided in order to work and resolve an issue or question independentlyDe-escalates situations when necessary or escalates call to supervisor after de-escalation attemptAccepts ownership of the customer request and follows it through to resolutionAssists customers with various computing environments, including both Apple and Android products, browsers and operating systems to support and promote our digital banking services on all supported devicesCompletes customer transactions and corrects account information by engaging correct business partnersIdentifies and resolves customer issues and complaints promptly and accuratelyAttends a weekly quality review meeting for ongoing development including coaching, career development, call metrics, updates on policy and procedureAttends a monthly departmental meetingAdheres to agent metric standards for calls handled, adherence to schedule, call quality score, ready/not ready time and customer satisfactionMaintains knowledge of deposit, loan, digital banking services and other banking productsAccepts other assigned job duties and or responsibilities with or without prior noticeSkillsHigh school diploma or GED requiredMinimum of one year of customer service experience required; customer service experience within banking or financial institution preferredMinimum of one year of contact center experience or equivalent requiredDemonstrates strong time management skillsAbility to work independently and multi-task in a fast-paced environment, with an emphasis on resolving most customers' issues during the call with minimal follow upAdhere to communication protocols with supervisors when unable to adhere to schedule or perform duties as expectedWillingness to work a flexible schedule, with frequent adjustments to hours and able to work additional hours if neededAbility to work outside of normal banking hoursPossess an ability to work under pressure, minimizing distractions and maintaining a positive attitudeAdapt quickly to change and learn readily in a remote environmentWillingness to provide a level of service which will clearly differentiate us from our competitorsAbility to build and retain customer relationships against competitionAccepts ownership of the customer request and follows it through to resolutionIdentifies customer concerns or needs, resolves the inquiry or recommends best solution, expedites the correction or adjustment and follows up to ensure resolutionDemonstrates effective communication skills, showing empathy and active listening skillsMaintains professional demeanor in appearance, interpersonal relations, work ethic and attitudeExhibits clear, concise, effective written and oral communication skills to effectively express thoughts, ideas and concepts to bank employees and bank customers. Firm grasp of spelling, grammar and email and phone etiquetteCollaborates with co-workers and employeesMaintains confidentialityExpertise in using a personal computer and managing one's own home networking infrastructure needed to support reliable access to the Bank's virtual environmentPossesses knowledge and experience using Android and Apple products and Bank supported web browsers and operating systemsAbility to type with speed and accuracyAbility to operate standard office equipment, including phones, computer and peripheralsCustomer service experience within banking or financial institution preferredBenefits17 days of PTO (Paid Time Off)5 days of STD (Short Term Disability)11 annual paid holidays1 float holidayMedicalDentalVisionHealth Care Flexible SpendingDependent Care Flexible SpendingTransportation Fringe Benefit PlanGroup LifeLong Term DisabilityOptional LifeAccess to voluntary benefit products such as Cancer, Term & Universal Life, Accident, Short-Term Disability and Critical Illness policiesOther ancillary benefit products401(k) with employee matchCompany OverviewWith over 150 years as a community-focused, regional financial services partner, WesBanco Inc. It was founded in 1870, and is headquartered in Wheeling, West Virginia, USA, with a workforce of 1001-5000 employees. Its website is http://wesbanco.com.



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