Customer Service Specialist - Bowie, MD

Overview

Customer Service Specialist I – Bowie, Maryland, United States

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

• Location:
  
  Bowie, Maryland
• Market:
  Mid-Atlantic
• Work Hours per Week: 40
• Full-time

• 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

This position works an alternate schedule

Schedule is 9am to 6pm, Monday through Friday, including some Federal Reserve holidays (MLK Day, Presidents Day, Juneteenth, Indigenous People Day and Veterans Day).

Summary: 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.

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• 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 in order to work and resolve an issue or question independently.
• De-escalates situations when necessary or escalates calls to a supervisor after de-escalation attempt.
• Accepts ownership of the customer request and follows it through to resolution.
• 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.
• 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.
• Accepts other assigned job duties and/or responsibilities with or without prior notice.

• Banking is a highly regulated industry and you will be expected to acquire and maintain a proficiency in the Bank's policies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing. This position will be responsible for maintaining and ensuring organizational compliance with the Bank Secrecy Act (BSA) regulations.
• 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…