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Job Title - Department Customer Service Assistant Manager - Customer Service Center Location This position is 100% remote within the Bank's footprint. Employee will work full time remote outside of a WesBanco location (may occasionally attend in person meetings, although primary functions of the role are performed remotely). Market Mid Atlantic Work Hours per Week 40 Requirements Works under general direction of customer service operations management. To be successful in this position, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience Associate or Bachelor's degree is preferable or a minimum 3 years of equivalent education, training, and work experience. Minimum of 3 years of experience of contact center or customer service related position in a service industry Minimum of 2 years of experience in a supervisory or leadership role Demonstrated expertise in the following areas: Debit Card Support Consumer & Digital Banking Services Business & Digital Banking Services Previous supervisory experience with a demonstrated ability focused on customer satisfaction, communication, and execution with a results focus. Considerable knowledge of bank products, services and business operations to enable resolution of customer inquiries Experience managing to contact center metrics and CX (Customer Experience) goals Customer Service Skills Able to support and lead others to provide superior service to new and existing bank customers Communicates with clients, vendors and other departments to ensure quality service delivery and customer satisfaction. Coaches and supports a level of service which will clearly differentiate us from our competitors. Build relationships with internal and external customers through exceptional problem solving, ownership, and follow-through. 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. Demonstrates effective people skills and sensitivities when dealing with others. Possesses clear, concise, effective written and oral communication skills to effectively express thoughts, ideas and concepts to bank employees and bank customers. Ability to work under pressure. Ability to be collaborative with co-workers and employees. Ability to maintain confidentiality. Technical Requirements Ability to use a personal computer with experience using Microsoft Office products, web browsers and operating systems. Experience with contact center software and metrics, workforce management tools and CRM or ticketing software Ability to type with speed and accuracy Able to compose emails and chat responses clearly and concisely to address team and customer inquiries Able to operate standard office equipment, including phones, computer and peripherals Able to work from home with adequate internet access and office space to support technology and provide secure, confidential work environment. Other Requirements Excellent oral and written communication skills. Strong organizational and prioritizing skills. Firm grasp of spelling, grammar and email etiquette. Must be detail-oriented and customer-driven, focusing on providing the highest quality service to WesB