Contact Center Specialist

PA0740 Erie Contact CenterDescriptionJob DescriptionOur 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.Essential FunctionsMeet productivity standards and complete work in a timely mannerEnsure compliance with scheduling requirements and attendance standardsMaintain client and Northwest confidentialityMeet service level standardsAchieve Contact Center performance standardsServe as a Contact Center orientation trainerIdentify and resolve customer problems in an efficient mannerGather and analyze information skillfully and develop alternative solutionsManage difficult or emotional customer situationsRespond promptly to customer needsRespond to requests and meet commitmentsSpeak clearly and persuasively in positive or negative situationsEducate clients on the benefits of Northwest products and servicesApproach others in a tactful manner and reacting well under pressureDemonstrate accuracy and thoroughnessLook for ways to improve and promote qualityDemonstrate excellent listening and interpretative skillsDemonstrate the ability to establish collaborative customer relationships in a fast paced environmentAim to resolve customer inquiries utilizing a First Call Resolution approachAppropriate use of established call policies and procedures and scriptsProvide support of Northwest technical products and servicesAbility to troubleshoot online access issuesMake all outbound calls as delivered and instructed in an efficient mannerDocument results as instructedEnsure compliance with Northwest’s policies and procedures, and Federal/State regulationsNavigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiencyWork as part of a teamWork with on-site equipmentKnowledge, Skills, And AbilitiesAbility to establish effective working relationships among team members and participate in solving problems and making decisionsAbility to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or writtenAbility to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and informationAbility 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 informationAbility to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areasKnowledge of Northwest products and servicesKnowledge of computer, mobile app and bill pay systemsKnowledge and proficiency of debit and credit card systemsKnowledge of Northwest’s automated systemQualificationsTo 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.EducationHigh School Diploma or Equivalent preferredAssociate Degree in Related Subject preferredWork ExperienceCustomer Service Experience preferredGood Technological Background preferredNorthwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.