Customer Service Specialist - Pittsburgh, PA

Job Title

Customer Service Specialist I

This position is 100% remote within the Bank's footprint. Employee will work full time remote outside of a Wes Banco location (may occasionally attend in person meetings, although primary functions of the role are performed remotely).

40 hours per week

Uniontown, OH;
Ann Arbor, MI;
Cincinnati, OH;
Independence, OH;
Columbus, OH;
Defiance, OH;
Fairmont, WV;
Findlay, OH;
Fort Wayne, IN;
Frankfort, KY;
Huntington, WV;
Indianapolis, IN;
Ironton, OH;
New Albany, IN;
Parkersburg, WV;
Pittsburgh, PA;
Toledo, OH;
Wheeling, WV;
Youngstown, OH;
Chattanooga, TN;
Franklin, TN;
Knoxville, TN

Customer Experience

Full-time

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

• 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 issues independently.
• De-escalate situations when necessary or escalate to a supervisor after de-escalation attempts.
• Accept ownership of the customer request and follow it through to resolution.
• Assist customers with computing environments (Apple and Android), browsers and operating systems to support and promote digital banking services on all supported devices.
• Complete customer transactions and correct account information by engaging the correct 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, schedule adherence, call quality, ready/not ready time, and customer satisfaction.
• Maintain knowledge of deposit, loan, digital banking services and other banking products.
• Accept other assigned duties and responsibilities as needed.

• High school diploma or GED required.
• Minimum of one year of customer service experience required; experience within banking or financial institutions preferred.
• Minimum of one year of contact center experience or equivalent required.

• Must acquire and maintain proficiency in the Bank's policies and procedures; adhere to laws, rules and regulations applicable to conduct and work. Responsible for maintaining compliance with the Bank Secrecy Act (BSA) regulations.
• Strong time management skills.
• Ability to work independently and multitask in a fast-paced environment, with emphasis on resolving most customer issues during the call with minimal follow-up.
• Adhere to communication protocols with supervisors when schedules cannot be adhered to or duties are not performed as expected.
• Willingness to work a flexible schedule, with frequent adjustments to hours and the ability to work additional hours if needed.
• Ability to work outside of normal banking hours.
• Ability to work under pressure, maintain a positive attitude, and adapt quickly to change in a remote environment.
• Willingness to provide a level of service that differentiates the bank from competitors and to build and retain customer relationships.
• Maintain professionalism, confidentiality, and effective written and verbal communication; proficiency in spelling, grammar, and etiquette.
• Collaborate with coworkers, maintain confidentiality, and demonstrate strong customer service skills.
• Proficiency with personal computers and home networking necessary to access the Bank's virtual environment; familiarity with Android and Apple products and Bank-supported browsers/OS.
• Ability to type with speed and accuracy; operate standard office equipment.