CS Specialist - Customer Service Center - Pittsburgh, PA

Location

Consideration for location is in all Wes Banco markets. 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).

Full‑time (40 hours per week). The position works an alternate schedule: 11am to 8pm, Friday through Tuesday, including some Federal Reserve holidays (MLK Day, President’s Day, Juneteenth, Indigenous People’s Day and Veteran’s Day).

• High school diploma or GED required.
• Minimum of one year of customer service experience required; customer service experience within a banking or financial institution preferred.
• Minimum of one year of contact center experience or equivalent required.

This position works an alternate schedule: 11am to 8pm, Friday through Tuesday, including some Federal Reserve holidays. 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.

• Personally 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 escalated call to supervisor after de‑escalation attempt.
• 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 meeting for ongoing development including coaching, career development, call metrics, and updates on policy and procedure.
• Attend monthly departmental meeting.
• Adhere to agent metric standards for calls handled, adherence to schedule, 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 in this position, 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 one’s own home networking infrastructure needed to support reliable access to the Bank's virtual environment.
• Possesses 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, computer and peripherals.

• Demonstrates strong time management skills.
• 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 quickly to change and learn readily in a remote environment.
• Willingness to provide a level of service that clearly differentiates us from our competitors.
• Ability to build and retain customer relationships against competition.
• Accept ownership of the customer request…