CS Specialist I - Customer Service Center

Schedule Work Week 1: Wed, Sat, Sun, Mon. Work Week 2: Thurs, Fri, Mon, Tues. Schedule: 8am–7pm. Includes some Federal Reserve holidays: MLK day, President's Day, Juneteenth, Indigenous People Day and Veteran's Day. Summary Responsible for identifying, responding to, and resolving customer requests related to bank products and services in the call center. The Customer Service Specialist I is 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 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 the training and reference materials provided to work and resolve an issue or question independently. De‑escales 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, 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. Other Requirements Banking is a highly regulated industry; you will be expected to acquire and maintain proficiency in the Bank's policies and procedures, and adhere to all laws, rules and regulations applicable to your conduct and the work you will be performing. You will also be expected to 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, with an emphasis on resolving most customers’ issues during the call with minimal follow‑up. Adheres 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. Possesses an 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 that will clearly differentiate us from our competitors and build and retain customer relationships against competition. Demonstrates effective communication skills, showing empathy and active listening skills. Maintains professional demeanor in appearance, interpersonal relations, work ethic and attitude. Exhibits clear, concise, effective written and oral communication skills with a 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 needed to support reliable access to the Bank's virtual environment. 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, computer and peripherals. Additional Information Wage range: $17.65–$20.00 an hour . Eligible for approved overtime and a +$1.00 per hour shift premium after 6:00 pm . Position includes 17 days of PTO , 5 days of STD , 11 annual paid holidays and 1 float holiday . WesBanco offers an extensive 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, and other ancillary benefit products. Also offers 401(k) with employee match. 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. #J-18808-Ljbffr WesBanco