WesBanco is a financial institution focused on providing exceptional customer service. The Customer Service Specialist I is responsible for addressing and resolving customer inquiries related to bank products and services, ensuring a positive customer experience while adhering to service metrics.

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:

Responsible for identifying, responding to, and resolving customer requests related to bank products and services in the Bank's call center
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
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
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
Identifies customer concerns or needs, resolves the inquiry or recommends best solution, expedites the correction or adjustment and follows up to ensure resolution
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 to effectively express thoughts, ideas and concepts to bank employees and bank customers
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

Service Management Specialist

About this role