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Client Support Specialist
2 months ago
Position Title: Customer Service Associate
Department: Customer Service Center
Location: Remote
This role is entirely remote within the operational area of WesBanco. The employee will engage in full-time remote work, with occasional in-person meetings as necessary, while primarily fulfilling responsibilities from a remote setting.
Market: Mid Atlantic
Work Hours per Week: 22.5
Qualifications:
- High school diploma or GED required.
- Preferred: At least one year of experience in banking or financial services in a customer service capacity.
- Preferred: Previous experience in a contact center environment.
Job Overview:
This is a Part-time Position
Part-time Schedule: Saturday 10am - 3pm, Sunday 12noon - 5pm, Tuesday 3pm - 8pm, Thursday 3pm - 8pm
ROLE SUMMARY:
The Customer Service Associate serves as a vital member of the WesBanco contact center team. This position is responsible for addressing and resolving incoming customer inquiries related to banking products and services. The associate often represents the primary point of contact for customers seeking support, delivering professional and courteous assistance. Customer inquiries are expected to be handled and resolved within established service standards.
CUSTOMER SERVICE COMPETENCIES:
- Demonstrates a commitment to providing exceptional service that distinguishes WesBanco from competitors.
- Capable of establishing and maintaining customer relationships in a competitive environment.
- Takes ownership of customer inquiries and ensures follow-through to resolution.
- Identifies customer needs or concerns, resolves inquiries, recommends optimal solutions, and follows up to confirm resolution.
- Collaborates with other departments to achieve satisfactory resolutions for customer issues and to identify potential improvements in processes.
INTERPERSONAL SKILLS:
- Exhibits a professional demeanor in appearance, interactions, work ethic, and attitude.
- Possesses effective written and verbal communication skills to convey thoughts and ideas clearly to management, colleagues, and customers.
- Ability to perform under pressure.
- Works collaboratively with team members and fosters a positive team environment.
- Maintains confidentiality of sensitive information.
KEY RESPONSIBILITIES:
- Acquires and maintains knowledge of deposit, loan, and digital banking services along with other banking products.
- Consistently meets or exceeds performance metrics for call handling, schedule adherence, and customer satisfaction.
- Provides customer service through various communication channels including phone, chat, and email.
- Quickly assesses the urgency of customer requests and prioritizes effectively.
- Resolves customer issues and complaints involving confidential and financial information promptly.
- Acts as a liaison between customers and other bank departments.
- Offers feedback to the bank regarding service usability based on customer interactions.
- Performs general clerical tasks and operates various departmental equipment.
- May be assigned additional duties as needed.
ADDITIONAL REQUIREMENTS:
- Banking is a highly regulated industry; proficiency in the Bank's policies and procedures is essential.
- Must complete all assigned compliance training in a timely manner.
- Proficient in using personal computers, including Microsoft Office products and web browsers.
- Ability to type accurately and efficiently.
- Familiarity with standard office equipment.
- Strong organizational and time management skills.
- Able to multitask in a fast-paced environment.
- Willingness to work a flexible schedule, including potential adjustments to hours.
- Ability to work independently.
