Contact Center Specialist I

Northwest Bank•Erie, PA

About The Position

Our Contact Center Specialists are responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. Contact Center Specialists works to achieve monthly call quality performance while educating clients on products and services. Northwest Bank's Contact Center is open Monday through Friday 8:00 AM - 8:00 PM and Saturday 9:00 AM - 1:00 PM and is closed regular bank holidays. You can expect to work evening shifts and Saturday hours on a rotating basis. Contact Center Specialists are eligible for a shift differential for hours worked after 5:00 PM.

Requirements

Ability to establish effective working relationships among team members and participate in solving problems and making decisions
Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written
Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information
Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information
Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas
Knowledge of Northwest products and services
Knowledge of computer, mobile app and bill pay systems
Knowledge and proficiency of debit and credit card systems
Knowledge of Northwest’s automated system
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Nice To Haves

High School Diploma or Equivalent preferred
Associate Degree in Related Subject preferred
Customer Service Experience preferred
Good Technological Background preferred

Responsibilities

Meet productivity standards and complete work in a timely manner
Ensure compliance with scheduling requirements and attendance standards
Maintain client and Northwest confidentiality
Meet service level standards
Achieve Contact Center performance standards
Serve as a Contact Center orientation trainer
Identify and resolve customer problems in an efficient manner
Gather and analyze information skillfully and develop alternative solutions
Manage difficult or emotional customer situations
Respond promptly to customer needs
Respond to requests and meet commitments
Speak clearly and persuasively in positive or negative situations
Educate clients on the benefits of Northwest products and services
Approach others in a tactful manner and reacting well under pressure
Demonstrate accuracy and thoroughness
Look for ways to improve and promote quality
Demonstrate excellent listening and interpretative skills
Demonstrate the ability to establish collaborative customer relationships in a fast paced environment
Aim to resolve customer inquiries utilizing a First Call Resolution approach
Appropriate use of established call policies and procedures and scripts
Provide support of Northwest technical products and services
Ability to troubleshoot online access issues
Make all outbound calls as delivered and instructed in an efficient manner
Document results as instructed
Ensure compliance with Northwest’s policies and procedures, and Federal/State regulations
Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
Work as part of a team
Work with on-site equipment