Join Our Team: Delivering Exceptional Customer Experiences from Anywhere
WesBanco is a leading financial institution in the Mid-Atlantic region, committed to providing top-notch banking services and building lasting relationships with our customers. We're now seeking a highly skilled and motivated Part-time Customer Service Associate to join our team on a 100% remote basis. As a key member of our contact center, you'll play a vital role in responding to and resolving customer inquiries, driving customer satisfaction, and contributing to the bank's overall success.
About the Role
This Part-time Customer Service Associate position is an exciting opportunity to work with a dynamic team and be part of a fast-paced, customer-focused environment. As a remote employee, you'll enjoy the flexibility of working from anywhere within the bank's footprint, with the occasional opportunity to attend in-person meetings. Our ideal candidate is someone who is passionate about delivering exceptional customer service, has a strong work ethic, and is committed to achieving outstanding results.
Key Responsibilities
- Respond to and resolve inbound customer requests related to bank products and services via phone, chat, and email.
- Provide professional and courteous customer support, ensuring timely resolution of customer inquiries within established service levels.
- Build and retain customer relationships by identifying and addressing customer concerns or needs, and recommending solutions to resolve issues.
- Partner with other departments to achieve mutually satisfactory resolutions to customer issues and identify opportunities to improve future customer experiences.
- Maintain knowledge of deposit, loan, and digital banking services, as well as other banking products, to effectively address customer inquiries.
- Consistently meet or exceed agent metric standards for calls handled, adherence to schedule, ready/not ready time, and customer satisfaction.
- Serve as a liaison between customers and other bank departments and vendors, ensuring seamless communication and issue resolution.
- Provide feedback to the bank on the usability of our services based on customer interactions, driving continuous improvement.
- Perform general clerical duties, operate various departmental equipment, and handle detail work as required.
Essential Qualifications
To succeed in this role, you'll need:
- A high school diploma or GED.
- Minimum of one year of experience in a banking or financial services customer service role (preferred).
- Previous contact center experience (preferred).
- Excellent customer service skills, with a willingness to provide a level of service that differentiates us from our competitors.
- Strong interpersonal skills, with a professional demeanor and effective written and oral communication skills.
- Ability to work under pressure, be collaborative with co-workers and employees, and maintain confidentiality.
- Proficiency in Microsoft Office products, web browsers, and operating systems.
Preferred Qualifications
While not required, the following qualifications can give you a competitive edge:
- Experience working in a remote or virtual environment.
- Knowledge of banking products and services.
- Previous experience with customer service software and technology.
Skills and Competencies
To excel in this role, you'll need to possess:
- Strong communication and interpersonal skills.
- Excellent problem-solving and analytical skills.
- Ability to work in a fast-paced, dynamic environment.
- Strong customer service skills, with a focus on delivering exceptional experiences.
- Ability to adapt to changing priorities and circumstances.
- Strong organizational and time management skills.
Career Growth Opportunities and Learning Benefits
At WesBanco, we're committed to helping our employees grow and develop their skills. As a Part-time Customer Service Associate, you'll have access to:
- Ongoing training and development programs to enhance your customer service and banking knowledge.
- Opportunities to advance within the organization, with a clear career path and promotion opportunities.
- A collaborative and supportive work environment that encourages learning and growth.
Work Environment and Company Culture
As a 100% remote employee, you'll enjoy the flexibility and autonomy of working from anywhere. Our company culture is built on a foundation of:
- A commitment to delivering exceptional customer experiences.
- A collaborative and supportive team environment.
- A focus on innovation and continuous improvement.
- A culture of integrity, respect, and inclusivity.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including:
- A competitive hourly rate.
- Opportunities for bonuses and incentives.
- A comprehensive benefits package, including health, dental, and vision insurance.
- Paid time off and holidays.
- Access to employee discounts and perks.
Join Our Team Today!
If you're a motivated and customer-focused individual looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity. Don't worry if you don't meet every single requirement – we value a great attitude and a willingness to learn above all. Submit your application today and take the first step towards a fulfilling career with WesBanco!
Equal Employment Opportunity: WesBanco is an equal opportunity employer committed to diversity and inclusion. We welcome applications from qualified candidates of all backgrounds.
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