Job Details

Customer Service Specialist II (100% Remote)

Position: 100% remote within the WesBanco footprint. Full?time, 40 hours per week.

Schedule: 9?a.m. 6?p.m., MondayFriday (includes Federal Reserve holidays such as MLK Day, Presidents Day, Juneteenth, Indigenous Peoples Day, and Veterans Day).

Summary

Responsible for identifying, responding to, and resolving customer requests related??? bank products and services in the Bank's call center. The Customer Service Specialist II is often the primary interaction a customer may have with the bank and delivers professional, courteous support while adhering to required metrics. Customer inquiries are expected to be resolved within established department service levels.

Essential Functions

Maintain proficiency in the Banks policies and procedures and adhere to all applicable laws, rules, and regulations. All assigned training is expected to be completed promptly.

Essential Duties and Responsibilities

• Model the Banks Mission, Vision, and Pledge.
• 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 training and reference materials to work and??? resolve an issue independently.
• De?escalate situations when necessary or escalates calls to a supervisor after de?escalation attempts.
• Assist customers with various computing environments (Apple, Android, browsers, operating systems) to support and promote digital banking services.
• Accept ownership of customer requests and follow them through to resolution.
• Complete customer transactions and correct account information by engaging appropriate business partners.
• Identify and resolve customer issues and complaints promptly and accurately.
• Attend weekly quality review meetings and monthly departmental meetings.
• Adhere to agent metric standards for calls handled, schedule adherence, call quality score, ready/not?ready time, and customer satisfaction.
• Maintain knowledge of deposit, loan, digital banking services, and other banking products ????.
• Provide service and support through multiple communication channels (phone, chat, email) and demonstrate proficiency in each channel.
• Contact potential customers regarding products and services, focusing on customer needs, explaining benefits and advantages, and closing the sale.
• Support all outbound campaigns assigned and meet Key Performance Indicators set by the customer service center.
• Identify financial needs of customers and submit referrals accordingly.
• Accept other assigned job duties and responsibilities with or without prior notice.

Qualifications

To be successful, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made for individuals with disabilities.

Technical Requirements

• Expertise in using a personal computer and managing home networking infrastructure needed for reliable access to the Banks virtual environment.
• Knowledge and experience using Android and Apple products and Bank-supported web browsers and operating systems.
• Abilityire to type with speed and accuracy.
• Ability to operate standard office equipment, including phones, computers, and peripherals.

Other Skills and Abilities

• Demonstrates strong time?management skills.
• Ability to work independently and multi?task in a fast?paced environment, resolving most customers issues during the call with minimal follow?up.

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• Adheres to communication protocols with supervisors when unable to meet schedule oravr performance expectations.
• Willingness to work a flexible schedule, with frequent adjustments and additional hours as needed.
• Ability to work outside normal banking hours.
• Possess an ability to work under pressure, minimize distractions, and maintain a positive attitude.
• Adapt quickly to change and learn readily in a remote environment.
• Willingness to provide a level of service that clearly differentiates us from competitors.
• Ability to build and retain customer relationships against competition.
• Identifies customer concerns or needs, resolves inquiries or recommends best solutions, expedites corrections, and follows up to ensure resolution.
• Demonstrates effective communication skills, showing empathy and active listening.
• Maintains professional demeanor in appearance, interpersonal relations, work ethic, and attitude.
• Exhibits clear, concise, effective written and oral communication skills to express ideas to bank employees and customers. Firm grasp of spelling, grammar, email and phone etiquette.
• Collaborates with co?workers and employees.
• Maintains confidentiality.
• Builds rapport with potential customers and engages in financial journey conversations.
• Achieves proficiency and certification in one or more customer service skills.

Physical Demands

This position requires long periods of sitting in one area while on the telephone and in front of a computer screen. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.