Be the calm voice on the other end of the line for customers who need real answers, not runaround. If you’re strong on phones, steady under pressure, and like solving problems fast, this one’s for you.
About WesBanco
WesBanco is a regional bank serving customers across multiple markets. This role supports customers through the bank’s call center by helping resolve questions and issues across banking products and digital services. It’s a metrics-driven environment focused on quality, accuracy, and customer experience.
Schedule
- 100% remote within the bank’s footprint (may occasionally attend in-person meetings)
- Full-time, 40 hours per week
- Alternate schedule: Friday through Tuesday, 11:00am to 8:00pm
- Includes some Federal Reserve holidays (MLK Day, Presidents Day, Juneteenth, Indigenous Peoples Day, Veterans Day)
What You’ll Do
⦁ Handle inbound calls across multiple queues (accounts, products, services, digital banking, debit cards, policies, customer requests)
⦁ Resolve customer questions on the call using training tools and reference resources, aiming for first-call resolution
⦁ De-escalate tough calls and escalate to a supervisor when appropriate after attempting de-escalation
⦁ Support customers across Apple and Android devices, browsers, and operating systems for digital banking
⦁ Process transactions, correct account information, and partner with internal teams when needed
⦁ Attend weekly quality/coaching reviews and monthly departmental meetings
⦁ Meet performance metrics (schedule adherence, call handling, quality scores, customer satisfaction, ready/not-ready time)
What You Need
⦁ High school diploma or GED
⦁ 1+ year of customer service experience (banking/financial institution experience preferred)
⦁ 1+ year of contact center experience or equivalent
⦁ Strong typing accuracy and comfort navigating multiple systems
⦁ Ability to work independently in a fast-paced remote environment, stay focused, and manage time well
⦁ Solid communication skills (empathy, active listening, clear writing, and professional phone/email etiquette)
⦁ Reliable home computer setup and home networking capable of supporting a virtual work environment
Benefits
⦁ Full-time, remote role within WesBanco’s footprint
⦁ Ongoing coaching and development through weekly quality reviews
⦁ Consistent schedule block (11am–8pm) with a defined workweek (Fri–Tue)
If you’re ready to step into a customer-facing role where your calm, clarity, and follow-through matter, apply while this one is still open.
Bring your headset, your patience, and your problem-solving brain. WesBanco needs all three.
Happy Hunting,
~Two Chicks…