Customer Service Associate – Customer Service Center

This place works an alternate schedule

Schedule is 4-day work week, 9am to 8pm, on Tuesday, Wednesday, Thursday and Friday together with non-traditional holidays (MLK day, President’s Day, Juneteenth, Indigenous Individuals Day and Veteran’s Day)

SUMMARY:

The Buyer Service Affiliate is a member of the WesBanco contact heart. Chargeable for responding to & resolving inbound buyer requests associated to financial institution services and products. Usually the first interplay a buyer could have with the financial institution for assist. Offers skilled and courteous buyer assist. Buyer inquiries are anticipated to be responded to and resolved inside established division service ranges.

CUSTOMER SERVICE SKILLS:

Willingness to offer a degree of service which can clearly differentiate us from our rivals.

Capable of construct and retain buyer relationships towards competitors.

Accepts possession of the shopper request and follows it via to decision.

Capable of determine buyer considerations or wants, resolve the inquiry or advocate finest resolution, expedite the correction or adjustment and comply with up to make sure decision.

Companions with different departments to achieve mutually passable decision of buyer points and to determine processes or procedures that may be modified to enhance future buyer experiences.

INTERPERSONAL SKILLS:

Skilled demeanor in look, interpersonal relations, work ethic and angle.

Possess clear, concise, efficient written and oral communication expertise to successfully specific ideas, concepts and ideas to administration, financial institution staff and financial institution clients in a collaborative and options oriented method.

Means to work underneath strain.

Means to be collaborative with co-workers and staff. Staff participant with a constructive outlook.

Means to take care of confidentiality.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Learns and maintains data of deposit, mortgage and digital banking companies and different banking merchandise.

Persistently meets or exceeds agent metric requirements for calls dealt with, adherence to schedule, prepared/not prepared time and buyer satisfaction.

Offers customer support by way of varied communication channels (cellphone, chat and e-mail).

Shortly and precisely assesses the urgency of buyer requests and prioritize accordingly.

Shortly resolves buyer points and complaints involving each confidential and monetary data.

Serves as liaison between clients and different financial institution departments and distributors.

Offers the financial institution with continuous suggestions concerning the usability of our companies primarily based on buyer interactions.

Performs basic clerical duties and operates varied departmental tools, file, reply telephones, take messages, and deal with element work.

Could also be assigned different job duties and or obligations with or with out prior discover.

OTHER REQUIREMENTS:

Banking is a extremely regulated business and you can be anticipated to accumulate and preserve a proficiency within the Financial institution’s insurance policies and procedures, and cling to all legal guidelines, guidelines and laws which might be relevant to your conduct and the work you can be performing. Additionally, you will be anticipated to finish all assigned compliance coaching in a well timed method.

Means to make use of a private laptop with expertise utilizing Microsoft Workplace merchandise, internet browsers and working methods.

Means to sort with pace and accuracy.

Capable of function customary workplace tools, together with telephones, laptop and peripherals.

Robust organizational and prioritizing expertise.

Robust time administration expertise.

Capable of multi-task in a fast-paced setting.

Willingness to work a versatile schedule, with frequent changes to hours and in a position to work extra hours if wanted.

Means to work outdoors of regular banking hours.

Means to work independently.

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