Key skills
Contact center experienceDigital banking servicesApple productsAndroid productsWeb browsersOperating systemsTyping speed and accuracyPersonal computer usageHome networking infrastructureAndroid
About this role
WesBanco is a financial institution seeking a Customer Service Specialist I for their call center. This role is responsible for identifying, responding to, and resolving customer requests related to bank products and services, while providing professional and courteous support to ensure customer satisfaction.
Responsibilities:
- Personally, 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 the training and reference materials provided in order to work and resolve an issue or question independently
- De-escalates 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 our 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 or responsibilities with or without prior notice
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
- Customer service experience within banking or financial institution preferred