CS Specialist - Customer Service Center - Pittsburgh, PA

CS Specialist I - Customer Service Center

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

Alternate schedule: 8am-7pm. Work Week 1:
Thurs, Fri, Mon, Tues. Work Week 2:
Wed, Sat, Sun, Mon. Includes some Federal Reserve holidays.

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.

• 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. Uses training and reference materials to work and resolve an issue or question independently.
• De-escalates situations when necessary or escalates the call to a supervisor after de-escalation attempt.
• Accept ownership of the customer request and follow it through to resolution.
• Complete customer transactions and correct account information by engaging the correct 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, updates on policy and procedure.
• 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 job duties and responsibilities with or without prior notice.

• 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.
• Demonstrate strong time management skills.
• Work independently and multi-task in a fast‑paced environment, focusing 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.
• Work a flexible schedule with frequent adjustments to hours and the ability to work additional hours if needed.
• Work outside normal banking hours.
• Work under pressure, minimizing distractions and maintaining a positive attitude.
• Adapt quickly to change and learn readily in a remote environment.
• Provide a level of service that differentiates us from competitors.
• Build and retain customer relationships against competition.
• Show effective communication skills, demonstrating empathy and active listening.
• Maintain a professional demeanor in appearance, interpersonal relations, work ethic and attitude.
• Exhibit clear, concise, effective written and oral communication skills to express thoughts, ideas and concepts to bank employees and customers.
• Use a personal computer and manage home networking infrastructure to support reliable access to the Bank’s virtual environment.
• Type with speed and accuracy.
• Operate standard office equipment, including phones, computers and peripherals.