[Remote] CS 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 to handle customer requests related to bank products and services in their call center. The role involves processing inbound calls, resolving customer inquiries, and providing professional 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 noticeSkillsResponsible for identifying, responding to, and resolving customer requests related to bank products and services in the Bank's call centerThe 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 metricsCustomer inquiries are expected to be responded to and resolved within established departmental service levelsPersonally, 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 requestsUses 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 noticeBanking 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 performingYou will also be expected to complete all assigned compliance training in a timely mannerDemonstrates 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 customersFirm 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 peripheralsCompany 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.