Contact Center Specialist I

Northwest Bank • Erie, PA • 4d ago

PA0740 Erie Contact Center

Job Description

DESCRIPTION

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.

ESSENTIAL FUNCTIONS:

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

KNOWLEDGE, SKILLS, AND ABILITIES:

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

QUALIFICATIONS:

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.

Education:

High School Diploma or Equivalent preferred

Associate Degree in Related Subject preferred

Work Experience:

Customer Service Experience preferred

Good Technological Background preferred

Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.

A t Northwest, we're here for what's next. Whether we're finding opportunities for families, businesses and communities or opening doors for our team, we share a passion for helping the people around us succeed. And we know that in order to provide the highest level of care, we need to understand unique experiences and perspectives. That's why, whether you're interested in a corporate role or something customer-facing, your talent and voice matter. Here, you belong. Working at Northwest, you'll find that we recognize our employees for the important work they do through competitive compensation and benefits, professional development opportunities and by regularly celebrating wins along the way. So, take a look at the opportunities here. And join us as we move into the future making a difference for the people we serve.

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