Customer Service Associate - Customer Service Center
Company: WesBanco Bank Inc.
Location: Uniontown
Posted on: September 23, 2024
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Job Description:
Job Title - Department
Customer Service Associate - Customer Service Center
Location
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).
Market
Mid Atlantic
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
This position works an alternate schedule.
The schedule for this position is Wednesday, Thursday, Friday and
Saturday 9am-8pm.
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.
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.
OTHER REQUIREMENTS:
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.
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.
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.
Keywords: WesBanco Bank Inc., Cuyahoga Falls , Customer Service Associate - Customer Service Center, Hospitality & Tourism , Uniontown, Ohio
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