CS Specialist - Customer Service Center - Bowie, MD

Alternate Schedule

8 am–7 pm. Work Week 1:
Thursday, Friday, Monday, Tuesday. Work Week 2:
Wednesday, Saturday, Sunday, Monday, including some Federal Reserve holidays (MLK Day, Presidents Day, Juneteenth, Indigenous People’s Day, 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 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.

• 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 the call to a supervisor after a de‑escalation attempt.
• Accepts ownership of the customer request and follows it through to resolution.
• Assists 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.
• Completes customer transactions and corrects account information by engaging the 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, and 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.

• Proficiency in the Bank’s policies and procedures, and adherence to all laws, rules and regulations applicable to conduct and work.
• Completion of all assigned compliance training in a timely manner.
• 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.
• Adherence 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.
• Ability to work under pressure, minimizing distractions and maintaining a positive attitude.
• Adapt quickly to change and learn readily in a remote environment.
• Willingness to provide a level of service which will clearly differentiate us from our competitors.
• Ability to build and retain customer relationships against competition.
• Effective communication skills, including empathy, active listening, and clear, concise written and oral communication.
• Professional demeanor in appearance, interpersonal relations, work ethic and attitude.
• Expertise in using a personal computer and managing one’s own home networking infrastructure needed to support reliable access to the Bank’s virtual environment.
• Knowledge of Android and Apple products and Bank‑supported web browsers and operating systems.
• Typing speed and accuracy.
• Operation of standard office equipment, including phones, computer and peripherals.
• Maintains confidentiality.
• Acceptance of ownership of customer requests and follow‑through to resolution.

The wage range for the Customer Service Specialist 1 position is $17.65–$20.00 an hour and is eligible for approved overtime and a $1.00 / hr shift premium after 6 pm. The position includes 17 days of paid time off, 5 days of short‑term disability, 11 annual paid holidays, and 1 float holiday.

Wes Banco offers an extensive benefits package, including medical, dental and vision;
Health Care Flexible Spending and Dependent Care Flexible Spending;
Transportation Fringe Benefit Plan;
Group Life;
Long‑Term Disability;
Optional Life; and access to voluntary benefit products such as Cancer, Term & Universal Life, Accident, Short‑Term Disability and Critical Illness policies. An optional 401(k) with employee match is also available.