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WesBanco · 5 days ago

Customer Service Specialist II (100% Remote)

United States

Full-time

Remote

Entry Level

1+ years exp

WesBanco is a bank that offers various financial services, and they are seeking a Customer Service Specialist II to manage customer interactions in their call center. The role involves resolving customer inquiries related to banking products and services, while adhering to service levels and maintaining knowledge of the bank's offerings.

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 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

Customer service experienceContact center experienceDigital bankingBanking productsAndroidAppleMulti-tasking abilityCustomer relationship buildingTime management skillsEffective communication skillsWork independently