Customer Service Associate - Customer Service Center

This position works an alternate schedule

Schedule is 11am to 8pm, Wednesday through Sunday, 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

• 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.

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.