Customer Service Specialist II - Customer Service Center - Frankfort, KY

Location

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).

Lexington

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.
• Minimum of six months of Outbound calling experience preferred.
• Minimum of six months of any Sales experience preferred.

This position works an alternate schedule:

Schedule is 11 am to 8 pm, Monday through Friday, 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 II 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:

• Personally, models the standards of the Bank's Mission, Vision, and Pledge.
• 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 to work and resolve an issue or question independently.
• De-escalates situations when necessary or escalates call to supervisor after de-escalation attempt.
• Assists customers with various computing environments, including both Apple and Android products, browsers and operating systems to support and promote our digital banking services on all supported devices.
• Accepts ownership of the customer request and follows it through to resolution.
• Completes customer transactions and corrects account information by engaging 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, 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.
• Provides service and support thru multiple communication channels (phone, chat, and/or email) and demonstrates proficiency in the channel.
• Contacts potential customers regarding products and services, focusing on customer needs, explaining benefits and advantages of the services or products and closing the sale. May be required to read from a prescribed script.
• Supports all outbound campaigns assigned and meets Key Performance Indicators set by the customer service center in a productive manner.
• Identifies financial needs of customers and submits referrals accordingly.
• Accepts other assigned job duties and or responsibilities with or without prior notice.

OTHER REQUIREMENTS:

• Banking is a highly regulated industry and you will be expected to acquire and maintain a proficiency in the Bank's policies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing. This position will be responsible for maintaining and ensuring organizational compliance with the Bank Secrecy Act (BSA) regulations.
• Demonstrates 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.
• 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 which will clearly differentiate us from our competitors.
• Ability to build and retain customer relationships against competition.
• Accepts ownership of the customer request and follows it through to resolution.
• Identifies customer concerns or needs, resolves the inquiry or recommends best solution, expedites the correction or adjustment and follows up to ensure resolution.
• Demonstrates effective communication skills, showing empathy and active listening skills.
• Maintains professional…