Customer Service Associate - Customer Service Center

This position works an alternate schedule:

Schedule is 9am to 6pm, Sunday through Thursday, including some Federal Reserve holidays (MLK day, President's Day, Juneteenth, Indigenous People Day and Veteran's Day)

 

SUMMARY:

The Customer Service Associate is a member of the WesBanco contact center.  Responsible for responding to & resolving customer requests related to bank products and services as well as contacting potential customers. 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.

 

Essential Function:

Banking is a highly regulated industry, and you 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 your conduct and the work you will be performing. You will also be expected to complete all assigned compliance training in a timely manner.

 

Essential Duties and Responsibilities include the following:

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, files, answers phones, takes messages, and handles detail work.

Supports all outbound campaigns assigned and meets Key Performance Indicators set by the Customer Service Center in a productive manner.

Contacts potential customers regarding products and services, focusing on customer needs to close sales. Explains benefits or advantages of services. May be required to read from a prescribed script.

Documents customer information, opportunities and reactions. Tracks customer contact lists.

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

 

Qualifications

To be successful in this position, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

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 bank employees and bank customers.  Firm grasp of spelling, grammar and email and phone etiquette.

Ability to work under pressure.

Ability to be collaborative with co-workers and employees. Team player with a positive outlook.

Ability to maintain confidentiality.

 

Technical Requirements

Ability to use a personal computer with experience using Microsoft Office products, web browsers and operating systems.

Ability to type with speed and accuracy.

Able to operate standard office equipment, including phones, computer and peripherals.

 

Other Requirements

Strong organizational and prioritizing skills.

Strong time management skills.

Able to multi-task in a fast-paced environment.

Willingness to work a fle