Apply on Employer Site

WesBanco · 2 months ago

CS Specialist I - Customer Service Center

Fort Wayne, IN, 46802, United States

Full-time

Onsite

New Grad, Entry Level

WesBanco is a financial institution seeking a Customer Service Specialist I for their Customer Service Center. The role involves responding to and resolving customer requests related to bank products and services, while maintaining professional customer support and adhering to service metrics.

BankingFinanceFinancial Services

Growth Opportunities

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

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

Qualification

Customer serviceTechnical proficiencyTime managementDigital banking knowledgeCommunication skillsMulti-taskingEmpathyProblem-solvingTeam collaborationAdaptability

Required

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

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

Accepts ownership of the customer request and follows it through to resolution

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