Job description

Summary

The Customer Service Associate is a member of the WesBanco contact center. Responsible for responding to & 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.

Location

Consideration for location is in all WesBanco markets.

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, file, answer phones, take messages, and handle detail work.
• 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.

Education and/or Experience

• 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

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 flexible schedule, with frequent adjustments to hours and able to work additional hours if needed.
• Ability to work outside of normal banking hours
• Ability to work independently.

Supervisory Responsibilities

• None

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.

This position may require the individual to work other than normal banking hours. Early shift, middle shift, and late shift may be required of each employee on a rotating basis

Education and/or Experience

• 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

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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