CS Specialist - Customer Service Center

CS Specialist I - Customer Service Center

Join to apply for the CS Specialist I - Customer Service Center role at Wes Banco
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Location:

Remote within the Bank's footprint. Employee will work full‑time remote outside of a Wes Banco location, with occasional in‑person meetings as needed.

Schedule:

11:00 AM – 8:00 PM, Friday through Tuesday, including some Federal Reserve holidays (MLK day, President's Day, Juneteenth, Indigenous People Day, and Veteran's Day).

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 1 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.

Acquire and maintain proficiency in the Bank’s policies and procedures and adhere to all applicable laws, rules, and regulations. Complete all assigned training promptly.

• Model the standards of the Bank's Mission, Vision, and Pledge.
• 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 an issue or question independently.
• De‑escalate situations when necessary or escalation call to supervisor after attempted de‑escalation.
• Assist customers with various computing environments, including Apple and Android products, browsers, and operating systems to support and promote digital banking services on all supported devices.
• Complete customer transactions and correct account information by engaging correct business partners.
• Identify and resolve customer issues and complaints promptly and accurately.
• Attend weekly quality review meetings for development, coaching, career development, call metrics, and updates on policy and procedure.
• Attend monthly departmental meetings.
• Adhere to agent metric standards for calls handled, schedule adherence, call quality score, ready/not ready time, and customer satisfaction.
• Maintain knowledge of deposit, loan, digital banking services, and other banking products.
• Accept other assigned job duties and/or responsibilities with or without prior notice.

To be successful, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Expertise in using a personal computer and managing home networking infrastructure to support reliable access to the Bank's virtual environment.
• 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, computers, and peripherals.

• Strong time‑management skills.
• Work independently and multi‑task in a fast‑paced environment, resolving most customers’ issues during the call with minimal follow‑up.
• Adhere to communication protocols with supervisors when unable to meet schedule or perform duties as expected.
• Willingness to work a flexible schedule, with frequent adjustments to hours and ability to work additional hours if needed.
• Ability to work outside of normal banking hours.
• Capable of working under pressure, minimizing distractions, and maintaining a positive attitude.
• Adapt quickly to change and learn readily in a remote environment.
• Provide a level of service that differentiates us from competitors.
• Build and retain customer relationships against competition.
• Accept ownership of the customer request and follow through to resolution.
• Identify customer concerns or needs, resolve the inquiry or recommend best solution, expedite corrections or adjustments, and follow up to ensure resolution.
• Demonstrate effective communication skills, showing empathy and active listening.
• Maintain professional…