Customer Service Specialist - Customer Service Center

Remote
· US Only Full-time $17.65/hr – $20.00/hr

This position is 100% remote within the Bank's footprint (
FL, IN, KY, MD, MI, OH, PA, TN, VI, WV
). 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).

Mid-Atlantic

40

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 8am to 7pm, Sunday through Wednesday, including some Federal Reserve holidays (MLK day, President's Day, Juneteenth, Indigenous People Day and Veteran's 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• 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 calls to a supervisor after de-escalation attempts.
• Accept ownership of customer requests and follow through to resolution.
• Complete customer transactions and correct account information by engaging the appropriate business partners.
• Identify and resolve customer issues and complaints promptly and accurately.
• Attend a weekly quality review meeting for ongoing development including coaching, career development, call metrics, policy and procedure updates.
• Attend a monthly departmental meeting.
• 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 duties and responsibilities as needed.

OTHER REQUIREMENTS:

Banking is a highly regulated industry; acquire and maintain proficiency in the Bank's policies and procedures, and adhere to all applicable laws, rules, and regulations. Complete all assigned compliance training in a timely manner.

Demonstrates strong time management skills.

Ability to work independently and multi-task in a fast-paced environment, with an emphasis on resolving most customer 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 ability to work additional hours if needed.

Ability to work outside of normal banking hours.

Ability to work under pressure, minimize distractions and maintain a positive attitude.

Adapt quickly to change and learn readily in a remote environment.

Willingness to provide a level of service that differentiates the bank from competitors.

Ability to build and retain customer relationships amid competition.

Identify customer concerns or needs, resolve the inquiry or recommend the best solution, expedite corrections or adjustments, and follow up to ensure resolution.

Demonstrates effective communication skills, showing empathy and active listening.

Maintains professional demeanor in appearance, interpersonal relations, work ethic and attitude.

Exhibits clear, concise, effective written and oral communication to bank employees and customers; strong spelling, grammar, and etiquette in email and phone communications.

Collaborates with co-workers and other bank staff.

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

Ability to type with speed and accuracy.

Operate standard office equipment including phones, computers, and peripherals.

ADDITIONAL INFORMATION:

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 6:00 pm. The position includes 17 days of PTO (Paid Time Off), 5 days of STD (Short Term Disability), 11 annual paid holidays, and 1 float holiday.

Wes Banco offers a comprehensive benefits package including medical, dental, vision, FSAs, life and disability coverages, voluntary benefits, 401(k) with employer match.

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