If you’re strong on phones, calm under pressure, and can solve problems without hand-holding, this is a solid remote banking customer service role. You’ll be the front door for customers, expected to resolve most issues on the call while hitting quality and productivity metrics.
About WesBanco
WesBanco is a regional bank serving multiple markets across its footprint. This role sits in their Customer Service Center, supporting customers with banking products, digital banking, and account-related requests in a regulated environment where accuracy and confidentiality matter.
Schedule
Full-time, 40 hours/week
100% remote within WesBanco’s footprint (may occasionally attend in-person meetings)
Alternate schedule: 11:00 AM to 8:00 PM, Friday through Tuesday
Includes some Federal Reserve holidays (MLK Day, Presidents’ Day, Juneteenth, Indigenous Peoples’ Day, Veterans Day)
What You’ll Do
⦁ Handle inbound calls across queues: account questions, product/service info, digital banking support, debit card processing, and policy-related requests
⦁ Resolve issues independently using training and reference tools, aiming for first-call resolution
⦁ De-escalate upset customers and escalate to a supervisor when needed after attempting de-escalation
⦁ Support customers across Apple and Android devices, browsers, and operating systems
⦁ Complete transactions and correct account information by coordinating with internal partners
⦁ Track and resolve customer complaints accurately and promptly
⦁ Attend weekly quality review/coaching sessions and monthly department meetings
⦁ Meet agent metrics for schedule adherence, call handling, quality scores, ready/not-ready time, and customer satisfaction
⦁ Complete required compliance training on time and follow banking regulations and internal procedures
What You Need
⦁ High school diploma or GED
⦁ 1+ year of customer service experience (banking/financial services preferred)
⦁ 1+ year of contact center experience or equivalent
⦁ Strong typing speed and accuracy
⦁ Comfort using PCs, phones, and standard office equipment
⦁ Ability to manage a reliable home networking setup for secure access to the bank’s virtual environment
⦁ Familiarity with Apple/Android devices plus supported browsers and operating systems
⦁ Strong time management, multitasking, and ability to work independently in a fast-paced environment
⦁ Professional communication skills, empathy, active listening, and strong grammar/email/phone etiquette
⦁ Willingness to work outside traditional banking hours and adapt to schedule changes when needed
⦁ Commitment to confidentiality and ownership through resolution
Benefits
⦁ Not listed in the posting
This one is straightforward: if you can do high-volume calls, stay compliant, and keep your cool while solving problems fast, you’ll fit.
Happy Hunting,
~Two Chicks…