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Customer Relations Representative

2 months ago

Chattanooga, Tennessee, United States WesBanco Bank Inc. Full time

Job Title - Department
Customer Service Associate - Customer Service Center
Location

This role is entirely remote within the Bank's operational area. The employee will engage in full-time remote work, with occasional attendance at in-person meetings, although the primary responsibilities of the position are performed remotely.

Market
Mid Atlantic
Work Hours per Week
40
Requirements

High school diploma or GED.

Preferred: Minimum of one year experience in banking or financial services in a customer service capacity.

Preferred: Previous experience in a contact center environment.

Job Overview

This position will follow the alternate shift:

  • 11:00am - 8:00pm Monday - Friday.

SUMMARY:

The Customer Service Associate is a vital member of the WesBanco contact center team. This role is responsible for addressing and resolving incoming customer inquiries related to banking products and services. Often, this position serves as the primary point of contact for customers seeking support. The associate is expected to deliver professional and courteous customer service, ensuring that inquiries are addressed and resolved within established service levels.

CUSTOMER SERVICE COMPETENCIES:

Demonstrates a commitment to providing exceptional service that distinguishes us from competitors.

Capable of building and maintaining customer relationships in a competitive landscape.

Takes ownership of customer inquiries and sees them through to resolution.

Identifies customer needs or concerns, resolves inquiries, recommends optimal solutions, expedites corrections or adjustments, and follows up to ensure satisfactory resolution.

Collaborates with other departments to achieve mutually beneficial resolutions to customer issues and to identify opportunities for process improvements that enhance future customer experiences.

INTERPERSONAL ABILITIES:

Exhibits a professional demeanor in appearance, interpersonal relations, work ethic, and attitude.

Possesses clear, concise, and effective written and verbal communication skills to articulate thoughts, ideas, and concepts to management, colleagues, and customers in a collaborative and solution-oriented manner.

Ability to perform under pressure.

Demonstrates a collaborative spirit with co-workers and a positive team-oriented attitude.

Maintains confidentiality at all times.

KEY RESPONSIBILITIES:

Acquires and maintains knowledge of deposit, loan, and digital banking services as well as other banking products.

Consistently meets or exceeds performance metrics related to call handling, schedule adherence, readiness time, and customer satisfaction.

Provides customer service through various communication channels (phone, chat, and email).

Quickly and accurately assesses the urgency of customer requests and prioritizes accordingly.

Effectively resolves customer issues and complaints involving sensitive and financial information.

Acts as a liaison between customers and other bank departments and vendors.

Offers continual feedback to the bank regarding the usability of services based on customer interactions.

Performs general clerical duties and operates various departmental equipment, including filing, answering phones, taking messages, and handling detailed work.

May be assigned additional duties and responsibilities with or without prior notice.

OTHER REQUIREMENTS:

Banking is a highly regulated industry, and you will be expected to acquire and maintain proficiency in the Bank's policies and procedures, adhering to all applicable laws, rules, and regulations. Completion of all assigned compliance training in a timely manner is also required.

Proficient in using a personal computer, with experience in Microsoft Office products, web browsers, and operating systems.

Ability to type with speed and accuracy.

Capable of operating standard office equipment, including phones, computers, and peripherals.

Strong organizational and prioritization skills.

Excellent time management abilities.

Able to multitask in a fast-paced environment.

Willingness to work a flexible schedule, with frequent adjustments to hours and the ability to work additional hours as needed.

Ability to work outside of standard banking hours.

Ability to work independently.