WesBanco · 14 hours ago
Customer Service Specialist II
United States
Full-time
Remote
Entry Level
1+ years expWesBanco is a financial institution seeking a Customer Service Specialist II to provide professional and courteous support to customers. The role involves responding to and resolving customer inquiries related to bank products and services primarily through a call center environment.
BankingFinanceFinancial Services
Responsibilities
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
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
Ability to build rapport with potential customers and engage in financial journey conversations
Achieve proficiency and certification in one or more customer service skills
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
Preferred
Customer service experience within banking or financial institution preferred
Minimum Of Six Months Of Outbound Calling Experience Preferred
Minimum of six months of any Sales experience preferred
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