Customer Service Specialist - Customer Service Center - Bowie, MD

Overview

Customer Service Specialist I - Customer Service Center

Location:

Bowie, Maryland, United States

Location notes:
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).

• Market:
  Mid-Atlantic
• Work Hours per Week: 40
• Full-Time/Part-Time:
  Full-time

• 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 resolve issues independently.
• De-escalate situations when necessary or escalate to supervisor after de-escalation.
• Accept ownership of customer requests and follow through to resolution.
• Assist customers with computing environments, including Apple and Android products, browsers and operating systems to support digital banking services on 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 for ongoing development including coaching, career development, call metrics, policy updates.
• Attend monthly departmental meetings.
• Adhere to agent metric standards for calls handled, 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.
• Maintain professionalism and excellent service to differentiate Wes Banco from competitors.
• Build and retain customer relationships and provide effective communication with empathy and active listening.

• 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.

• Banking is a highly regulated industry; maintain proficiency in the Bank's policies and procedures and adhere to all applicable laws, rules and regulations, including Bank Secrecy Act (BSA) compliance.
• Demonstrates strong time management skills.
• Ability to work independently and multi-task in a fast-paced environment, with emphasis on resolving most customers' issues during the call with minimal follow up.
• Adhere to communication protocols with supervisors when schedules or duties cannot be met.
• Willingness to work a flexible schedule with frequent adjustments to hours and 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 Wes Banco from competitors.
• Ability to build and retain customer relationships; identify customer needs, resolve inquiries, expedite corrections, and follow up to ensure resolution.
• Demonstrates effective communication, empathy, and active listening; maintain professional demeanor and appearance; strong written and oral communication; proper email and phone etiquette.
• Collaborates with co-workers; maintains confidentiality.
• Proficiency with personal computers and home networking to support reliable access to the Bank's virtual environment; knowledge of Android and Apple products and Bank-supported browsers/OS.
• Ability to type with speed and accuracy; operate standard office equipment.

• Wage range: $17.65–$20.00 per hour, eligible for approved overtime and a $1.00/hr shift premium after 6:00 pm.
• Paid Time Off: 17 days;
  Short Term Disability: 5 days;
  Holidays: 11 annual paid holidays plus 1 float holiday.
• Benefits package includes medical, dental, and vision, Flexible Spending Accounts, Life and Disability coverage, voluntary benefits, and 401(k) with employer match.

• Customer Experience

Bowie, Maryland, United States