Contact Center Specialist I - Part-time

Northwest Bank•Erie, PA

About The Position

Contact Center Specialists provide quality and efficient customer service to clients, use multiple customer databases, and provide technical assistance as needed. They work toward monthly call quality performance goals while educating clients about 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. Evening shifts and Saturday hours are worked on a rotating basis. A shift differential is available for hours worked after 5:00 PM. The role also includes serving as a Contact Center orientation trainer, supporting Northwest technical products and services, and working collaboratively in a fast-paced environment. Employees are expected to follow established call policies, procedures, and scripts, maintain confidentiality, comply with company policies and applicable regulations, and use on-site equipment and department software effectively.

Requirements

Ability to establish effective working relationships 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.
Ability to actively listen, share information, and facilitate the open exchange of ideas and information.
Ability to plan and track work toward specific goals and use time and information effectively.
Ability to make sound decisions using perceptive and analytical processes and good judgment 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.
Ability to perform each essential duty satisfactorily; reasonable accommodations may be made for individuals with disabilities to perform essential functions.

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; gather and analyze information and develop alternative solutions.
Manage difficult or emotional customer situations and respond promptly to customer needs and commitments.
Communicate clearly and persuasively in positive or negative situations, using tact and responding well under pressure.
Educate clients on the benefits of Northwest products and services.
Demonstrate accuracy and thoroughness, and look for ways to improve and promote quality.
Listen carefully, interpret customer needs, and establish collaborative customer relationships in a fast-paced environment.
Aim to resolve customer 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, efficiently, and document results as directed.
Comply with Northwest policies and procedures and Federal and State regulations.
Navigate 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.