Customer Service Specialist - Customer Service Center - Pittsburgh, PA

Customer Service Specialist I - Customer Service Center

Job : #21-8874

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.

Pittsburgh

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.

Schedule: Alternate (11 am – 8 pm, Monday–Friday, including Federal Reserve holidays).

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.

• 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 in order to work and resolve an issue or question independently.
• De‑escalates situations when necessary or escalates call to supervisor after 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 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.

• The banking sector is highly regulated; this role requires proficiency in the Bank's policies and procedures and adherence to all applicable laws, rules, and regulations, including the Bank Secrecy Act (BSA) regulations.
• Demonstrates strong time management skills.
• Can work independently and multi‑task in a fast‑paced environment, emphasizing resolution of most customer issues during the call with minimal follow‑up.
• Adheres 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.
• Can work under pressure, minimizing distractions and maintaining a positive attitude.
• Adapts quickly to change and learns readily in a remote environment.
• Willingness to provide a level of service that differentiates the Bank from competitors.
• Can build and retain customer relationships against competition.
• Effectively identifies customer concerns or needs, resolves the inquiry, recommends the best solution, expedites corrections or adjustments, and follows 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, written and oral communication skills, including a firm grasp of spelling, grammar, email and phone etiquette.
• Collaborates with co‑workers and employees.
• Maintains confidentiality.
• Expertise in using a personal computer and managing home networking…