What are the responsibilities and job description for the Customer Service Associate - Customer Service Center position at WesBanco Bank Inc.?
This position works an alternate schedule
Schedule is 11am to 8pm, Tuesday through Saturday, including non-traditional 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.
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
Technical Requirements
Other Requirements
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.
High school diploma or GED required.
Minimum of one year of customer service experience required; customer service experience within banking or financial institution preferred.
Previous contact center experience preferred.
Previous sales experience preferred.
