No longer accepting applications

Customer Service Specialist I - Customer Service Center - Pittsburgh, PA

WesBanco Bank Inc.Lima, OH, United States

8 days ago

Job type

Full-time

Part-time

Job description

Back

Customer Service Specialist I - Customer Service Center

#21-8538

Multiple Locations

Apply

Facebook

Copy

Location

This position is 100% remote within the Bank's footprint. Employee will work full time remote outside of a WesBanco location (may occasionally attend in person meetings, although primary functions of the role are performed remotely).

Market

Pittsburgh

Work Hours per Week

Requirements

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.

Job Description

This position works an alternate schedule

Schedule is 11am to 8pm, 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 1 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 Function

Banking is a highly regulated industry and 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 conduct and the work being performed. All assigned training is expected to be completed timely.

Essential Duties and Responsibilities include the following :

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 both Apple and Android products, browsers and operating systems to support and promote our 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, 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.

Technical Requirements

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.

Other Skills and Abilities

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

Exhibits clear, concise, effective written and oral communication skills to effectively express thoughts, ideas and concepts to bank employees and bank customers. Firm grasp of spelling, grammar and email and phone etiquette.

Collaborates with co-workers and employees.

Maintains confidentiality.

Physical Demands

This position requires long periods of sitting in one area while on the telephone and in front of a computer screen. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Full-Time / Part-Time

Full-time

Area of Interest

Customer Experience

All Locations

Adrian

Michigan

United States

Uniontown

Ohio

United States

Alexandria

Kentucky

United States

Lima

Ohio

United States

Ambridge

Pennsylvania

United States

Ann Arbor

Michigan

United States

Annapolis

Maryland

United States

Catonsville

Maryland

United States

Arlington

Ohio

United States

Pittsburgh

Pennsylvania

United States

Create a job alert for this search

Customer Service Specialist • Lima, OH, United States

Related jobs

Promoted

Customer Service Technician

BrightspeedLima, OH, United States

Full-time

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwes...Show moreLast updated: 30+ days ago

Promoted

Customer Service Associate I

Family DollarLima, OH, US

Full-time

We're seeking a Customer Service Associate to join our team and deliver a great shopping experience for every customer.Duties include, but are not limited to, the following : .Assist customers with q...Show moreLast updated: 30+ days ago

Promoted

Retail Service Specialist

O'Reilly AutomotiveWapakoneta, OH, US

Full-time

The actual hourly rate will equal or exceed the required minimum wage applicable to the job location.Additional compensation includes annual, quarterly performance, or premiums may be paid in amoun...Show moreLast updated: 1 day ago

Promoted

Customer Service Representative

U-HaulKenton, OH, US

Full-time

Customer Service Representative.Are you a people person? Do you love helping others? U-Haul is in search of friendly, motivated people for the position of Customer Service Representative.As a Custo...Show moreLast updated: 30+ days ago

Promoted

Customer Service Associate II

Dollar TreeBellefontaine, OH, US

Full-time

Your positive, friendly disposition and eagerness to get things done make you the right person for our Customer Service Associate II position. Join our team today and let's create an inviting shoppi...Show moreLast updated: 30+ days ago

Promoted

Retail Sales Specialist

SPECTRUMLima, OH, US

Full-time

This role requires the ability to work lawfully in the U.Earn $18 / hour base pay, with the potential to earn $22.Plus, enjoy perks like free and discounted internet, TV, and mobile, all while paving...Show moreLast updated: 16 days ago

Promoted

Licensed Crisis Clinical Supervisor : Mobile Response and Stabilization Services (MRSS)

Applewood CentersSpencerville, OH, US

Full-time

Under the supervision of the Mobile Response Stabilization Program Manager, the Licensed Shift Supervisor will take and assign crisis calls from the 24 / 7 hotline to have clinicians respond face to ...Show moreLast updated: 30+ days ago

Promoted

Customer Service Representative

Family DollarSaint Marys, OH, USA

Full-time

Join the team at Family Dollar and help us provide affordable products and great service to our customers.As a Customer Service Representative, you will be responsible for assisting customers, hand...Show moreLast updated: 15 days ago

Promoted

Amazon Customer Service Representative

TradeJobsWorkforce45814 Arlington, OH, US

Full-time

We have an opening for a Amazon Customer Service Representative to work collaboratively across teams and departments, assist with processing returns and exchanges, and coordinate tasks to ensure de...Show moreLast updated: 30+ days ago

Promoted

Customer Service Associate I

Dollar TreeLima, OH, US

Full-time

Service Representative II

Universal 1 Credit UnionSidney, OH, USA

Full-time

Quick Apply

Responsible for assisting all members effectively and professionally.This includes upholding the U1 Values, product and services support, making appropriate referrals, performing transactions, hand...Show moreLast updated: 30+ days ago

Promoted
New!

Retail Sales Representative

SPECTRUMAda, OH, US

Full-time

This role requires the ability to work lawfully in the U.Plus, enjoy perks like free and discounted internet, TV, and mobile, all while paving the way for a long and rewarding career with us.Do you...Show moreLast updated: 11 hours ago

Customs and Logistics Specialist II

Auria SolutionsSidney, OH, US

Full-time

Auria is a leading global supplier of highly-engineered systems for automotive flooring, acoustical, thermal, aerodynamic and other fiber-based solutions for gas and electric vehicles.Southfield, M...Show moreLast updated: 30+ days ago

Promoted
New!

Retail Sales Associate

SPECTRUMAda, OH, US

Full-time

Promoted

Wireless Retail Sales Associate

SPECTRUMSaint Marys, OH, US

Full-time

Promoted

Work from Home

HomeJobFinderCloverdale, OH

Remote

Full-time

Remote Opportunity : Link Posting Marketing Rep (No Experience Needed!) Are you self-driven, reliable, and ready to earn from anywhere? We’re looking for motivated individuals to jo...Show moreLast updated: 30+ days ago

Promoted

Retail Customer Sales Specialist

SPECTRUMSaint Marys, OH, US

Full-time

Promoted

Equipment Service Technician - East Liberty Auto Plant - $5,000 Sign On Bonus and Relocation

Honda Motor CompanyEast Liberty, OH, US

Full-time

What Makes a Honda, is Who makes a Honda.Honda has a clear vision for the future, and it’s a joyful one.We are looking for individuals with the skills, courage, persistence, and dreams that w...Show moreLast updated: 30+ days ago