CS Specialist I - Customer Service Center - Frankfort, KY

CS Specialist I - Customer Service Center - Frankfort, KY Job Code: #42-9427 Location This position is 100% remote within the Bank's footprint (FL, IN, KY, MD, MI, OH, PA, TN, VI, WV). Employee will work full time remote outside of a WesBanco location (may occasionally attend in person meetings, although primary functions of the role are performed remotely). Requirements 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. Schedule Alternate schedule: 9am to 8pm, Wednesday through Saturday, including 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 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 Process inbound calls from all queues, including account questions, product and service information, digital banking services, debit card processing, bank policy and various customer requests. Use the training and reference materials provided in order to work and resolve an issue or question independently. De‑escalate situations when necessary or escalated call to supervisor after de‑escalation attempt. Accept ownership of the customer request and follow it through to resolution. Complete customer transactions and correct account information by engaging correct business partners. Identify and resolve customer issues and complaints promptly and accurately. Attend a weekly quality review meeting for ongoing development including coaching, career development, call metrics, updates on policy and procedure. Attend a monthly departmental meeting. Adhere to agent metric standards for calls handled, adherence to schedule, call quality score, ready/not ready time and customer satisfaction. Maintain knowledge of deposit, loan, digital banking services and other banking products. Accept other assigned job duties and or responsibilities with or without prior notice. Other Requirements Banking is a highly regulated industry and you will be expected to acquire and maintain a proficiency in the Bank's policies and procedures, and adhere to all laws, rules and regulations that are 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. 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 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 which will clearly differentiate us from our competitors. Ability to build and retain customer relationships against competition. Identify customer concerns or needs, resolve the inquiry or recommend best solution, expedite the correction or adjustment and follow up to ensure resolution. Demonstrates effective communication skills, showing empathy and active listening skills. Maintain professional demeanor in appearance, interpersonal relations, work ethic and attitude. Exhibit 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 etiquette. Collaborate with co‑workers and employees. 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. Ability to type with speed and accuracy. Ability to operate standard office equipment, including phones, computer and peripherals. Employment Type Full‑time Area of Interest Customer Experience #J-18808-Ljbffr WesBanco Bank Inc.