Contact Center Specialist I

Northwest Bank•Erie, PA

1d•Onsite

About The Position

Contact Center Specialists provide quality and efficient customer service to clients using multiple customer databases and offer technical assistance as needed. They work to meet monthly call-quality and Contact Center performance standards while educating clients about Northwest products and services. The Contact Center is open 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. Specialists should expect rotating evening shifts and Saturday hours. A shift differential is available for hours worked after 5:00 PM.

Requirements

Ability to establish effective working relationships with team members and participate in problem-solving and decision-making.
Ability to express ideas and information clearly and concisely, orally and in writing, in a manner appropriate to the audience.
Ability to listen actively, share information, and facilitate open exchanges of ideas and information.
Ability to plan actions to accomplish specific goals, track work progress, and use resources such as time and information effectively.
Ability to make sound decisions through perceptive and analytical processes and exercise good judgment in ambiguous situations.
Knowledge of Northwest products and services.
Knowledge of computers, mobile apps, and bill-pay systems.
Knowledge and proficiency with debit and credit card systems.
Knowledge of Northwest's automated system.
Ability to perform each essential duty satisfactorily; reasonable accommodations may be made for individuals with disabilities.
Rotating evening and Saturday availability.

Nice To Haves

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

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, using a First Call Resolution approach where appropriate.
Gather and analyze information, develop alternative solutions, and manage difficult or emotional customer situations.
Respond promptly to customer needs and requests, and meet commitments.
Communicate clearly and persuasively in positive or negative situations.
Educate clients on the benefits of Northwest products and services.
Use a tactful approach and react well under pressure.
Demonstrate accuracy and thoroughness, and look for ways to improve and promote quality.
Listen carefully and interpret customer needs.
Establish collaborative customer relationships in a fast-paced environment.
Use established call policies, procedures, and scripts appropriately.
Support Northwest technical products and services and troubleshoot online-access issues.
Make instructed outbound calls efficiently and document results as instructed.
Follow Northwest policies and procedures and applicable federal and state regulations.
Navigate Microsoft Office, computer applications, and department-specific software to use technology effectively.
Work as part of a team and use on-site equipment.