WesBanco · 17 hours ago
Customer Service Specialist II
United States
Full-time
Remote
Entry Level
$17.65/hr - $20/hr
1+ years expWesBanco is a financial institution seeking a Customer Service Specialist II to provide professional and courteous customer support in their call center. The role involves resolving customer requests related to bank products and services while adhering to departmental service levels and metrics.
BankingFinanceFinancial Services
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 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
Accepts ownership of the customer request and follows it through to resolution
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
Provides service and support thru multiple communication channels (phone, chat, and/or email) and demonstrates proficiency in the channel
Contacts potential customers regarding products and services, focusing on customer needs, explaining benefits and advantages of the services or products and closing the sale. May be required to read from a prescribed script
Supports all outbound campaigns assigned and meets Key Performance Indicators set by the customer service center in a productive manner
Identifies financial needs of customers and submits referrals accordingly
Accepts other assigned job duties and or responsibilities with or without prior notice
Qualification
Required
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
Preferred
Minimum Of Six Months Of Outbound Calling Experience Preferred
Minimum of six months of any Sales experience preferred
Benefits
17 days of PTO (Paid Time Off)
5 days of STD (Short Term Disability)
11 annual paid holidays
1 float holiday
Medical
Dental
Vision
Health Care Flexible Spending
Dependent Care Flexible Spending
Transportation Fringe Benefit Plan
Group Life
Long Term Disability
Optional Life
Access to voluntary benefit products such as Cancer, Term & Universal Life, Accident, Short-Term Disability and Critical Illness policies
Other ancillary benefit products
401(k) with employee match
Company
WesBanco
With over 150 years as a community-focused, regional financial services partner, WesBanco Inc.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$260MKey Investors
PNC Bank
2025-09-10Post Ipo Equity· $230M
2022-10-03Post Ipo Debt· $30M
2015-11-02Acquired
Leadership Team
Jeff Jackson
Chief Executive Officer
Adam Thomas
Executive Vice President Tennessee Regional President
Recent News
2026-01-07
2025-10-29
Company data provided by crunchbase