Customer Service Associate Customer Service Cente

Back Customer Service Associate

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). Consideration for location is in all WesBanco markets. Market Lexington Work Hours per Week 40

Requirements :

• High school diploma or GED.
• Minimum of one year of banking or financial services in a customer service role preferred.
• Previous contact center experience preferred.

Job Description

Schedule is 9 a.m. to 6 p.m. Monday through Friday

SUMMARY :

The Customer Service Associate is a member of the WesBanco contact center. Responsible for responding to and resolving inbound customer requests related to bank products and services. Often the primary interaction a customer may have with the bank for support. Provides professional and courteous customer support. Customer inquiries are expected to be responded to and resolved within established department service levels.

Customer Service Skills

Willingness to provide a level of service which will clearly differentiate us from our competitors. Able to build and retain customer relationships against competition. Accepts ownership of the customer request and follows it through to resolution. Able to identify customer concerns or needs, resolve the inquiry or recommend best solution, expedite the correction or adjustment and follow up to ensure resolution. Partners with other departments to reach mutually satisfactory resolution of customer issues and to identify processes or procedures that can be changed to improve future customer experiences.

Interpersonal Skills

Professional demeanor in appearance, interpersonal relations, work ethic and attitude. Possess clear, concise, effective written and oral communication skills to effectively express thoughts, ideas and concepts to management, bank employees and bank customers in a collaborative and solutions oriented manner. Ability to work under pressure. Ability to be collaborative with co-workers and employees. Team player with a positive outlook. Ability to maintain confidentiality.

Essential Duties And Responsibilities

Learns and maintains knowledge of deposit, loan and digital banking services and other banking products. Consistently meets or exceeds agent metric standards for calls handled, adherence to schedule, ready / not ready time and customer satisfaction. Provides customer service via various communication channels (phone, chat and email). Quickly and accurately assesses the urgency of customer requests and prioritize accordingly. Quickly resolves customer issues and complaints involving both confidential and financial information. Serves as liaison between customers and other bank departments and vendors. Provides the bank with continual feedback about the usability of our services based on customer interactions. Performs general clerical duties and operates various departmental equipment, file, answer phones, take messages, and handle detail work. May be assigned other job duties and or responsibilities with or without prior notice.

Banking is a highly regulated industry and you will be expected to acqui