Contact Center Specialist I

Northwest Bank • Erie, PA

2d

About The Position

Contact Center Specialists provide quality, efficient customer service to clients using multiple customer databases and provide technical assistance as needed. They work to achieve monthly call-quality performance goals while educating clients about Northwest products and services. The contact center operates Monday through Friday from 8:00 AM to 8:00 PM and Saturday from 9:00 AM to 1:00 PM, and is closed on regular bank holidays. Employees work evening shifts and Saturday hours on a rotating basis. A shift differential is available for hours worked after 5:00 PM.

Requirements

• High school diploma or equivalent preferred.
• Associate degree in a related subject preferred.
• Customer service experience preferred.
• Good technological background preferred.
• Ability to establish effective working relationships, collaborate with team members, and participate in problem-solving and decision-making.
• Ability to communicate ideas and information clearly and concisely, orally and in writing, in a manner appropriate to the audience.
• Active listening skills and ability to share information and facilitate an open exchange of ideas.
• Ability to plan and track one's work toward specific goals and effectively use time and information resources.
• Sound judgment and ability to make decisions using perceptive and analytical processes, including in ambiguous situations.
• Knowledge of Northwest products and services.
• Knowledge of computer, mobile app, and bill pay systems.
• Knowledge and proficiency with debit and credit card systems.
• Knowledge of Northwest's automated system.

Nice To Haves

• High school diploma or equivalent.
• Associate degree in a related subject.
• Customer service experience.
• Good technological background.

Responsibilities

• Meet productivity standards and complete work in a timely manner.
• Comply with scheduling requirements and attendance standards.
• Maintain client and Northwest confidentiality.
• Meet service-level standards and Contact Center performance standards.
• Serve as a Contact Center orientation trainer.
• Identify and resolve customer problems efficiently; gather and analyze information and develop alternative solutions.
• Manage difficult or emotional customer situations and respond promptly to customer needs and requests.
• Communicate clearly and persuasively, and meet commitments.
• Educate clients about Northwest products and services.
• Act tactfully and respond well under pressure.
• Demonstrate accuracy and thoroughness, seek ways to improve, and promote quality.
• Listen effectively and interpret customer needs.
• Build collaborative customer relationships in a fast-paced environment and aim to resolve inquiries using a First Call Resolution approach.
• Use established call policies, procedures, and scripts appropriately.
• Support Northwest technical products and services and troubleshoot online access issues.
• Make outbound calls as instructed and document results as required.
• Comply with Northwest policies and procedures and applicable Federal and State regulations.
• Use Microsoft Office, computer applications, and department-specific software to use technology effectively and improve efficiency.
• Work as part of a team and use on-site equipment.

Benefits

• Shift differential for hours worked after 5:00 PM.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED