Senior Contact Center Specialist

Northwest Bancorp, Inc.•Buffalo, NY

46d•$19 - $21•Onsite

About The Position

The Senior Contact Center Specialist is responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. This position works to achieve monthly call quality performance while educating clients on products and services. This position assists with answering questions for prospect and existing clients, helping with client retention efforts, and support of Contact Center Specialists with questions through our normal escalation process within the Contact Center. This position is eligible for a shift differential.

Requirements

High School Diploma or equivalent preferred
Less than 2 years Banking/financial and contact center experience preferred
Good technical experience preferred
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
Ability to adapt to a quick changing environment
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
Technological understanding of computers and online systems

Nice To Haves

Associate's Degree 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
Written correspondence proficiency, accurately and professional responding to customer inquiries
Perform office administration tasks
Serve as a Contact Center mentor to new hires
Serve as subject matter expert and answers peer inquires and client escalations
Back up Contact Center Supervisors as needed
Identify and resolve customer problems in an efficient manner
Gather and analyze information skillfully and develop alternative solutions
Manage difficult or emotional client situations
Respond promptly to client needs
Respond to requests and meet commitments
Speak clearly and persuasively in positive or negative situations
Educate clients and possess extensive knowledge of technical support of products and services
Approach others in a tactful manner and react well under pressure
Demonstrate accuracy and thoroughness
Look for ways to improve and promote quality
Demonstrate excellent listening and interpretative skills
Demonstrate 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 processes and procedures and scripts
Ability to troubleshoot online access issues
Answer customer chat, email and secure message requests in an efficient manner
Make all outbound calls for different calling campaigns as delivered and instructed in an efficient manner
Document results as instructed
Utilize cross selling efforts of products and services with clients
Provide solutions to clients based on their needs
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
Complete other duties and special projects as requested by management