Contact Center Specialist I - Erie, PA

Northwest Bank • Erie, PA • 2d ago

PA0740 Erie Contact Center

Job Description

Start Your Career Where Support Meets Opportunity

Looking for more than just a job? At our Contact Center, you'll find a community that invests inyou. With 4-6 weeks of personalized training, hands-on support from experienced leaders, and a team that's always got your back, you'll be set up for success from day one. Our ergonomic, wellness-focused workspaces help you feel your best-so you can do your best. And with most of our Supervisors starting in this very role, your future here is full of possibility.

Thank you for your interest in employment at Northwest Bank! Submitting an application to this job posting allows your profile and resume to be reviewed by a Northwest Bank recruiter when a role becomes available at this Contact Center location. Applications will be accepted regardless of whether or not a current vacancy exists. Applicants should also directly apply to any current open positions of interest to ensure consideration.

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

LI-HK1

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

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Similar Jobs

room attendant

Highgate Hotels, LP • Erie, PA • 9h ago

Retail & Hospitality

Room Attendant Requisition ID 2026-79053 Category Housekeeping Job Location US-PA-Erie Property Homewood Suites Erie Compensation Type Hourly Highgate Hotels Highgate is a leading real estate investment and hospitality m...

9h ago

Go to Apply

front desk agent

Highgate Hotels, LP • Erie, PA • 9h ago

Retail & Hospitality

Front Desk Agent Requisition ID 2026-79052 Category Front Office Operations Job Location US-PA-Erie Property Homewood Suites Erie Compensation Type Hourly Highgate Hotels Highgate is a leading real estate investment and...

9h ago

Go to Apply

laundry attendant

Highgate Hotels, LP • Erie, PA • 9h ago

Laundry Attendant Requisition ID 2026-79055 Category Housekeeping Job Location US-PA-Erie Property Homewood Suites Erie Compensation Type Hourly Highgate Hotels Highgate is a leading real estate investment and hospitalit...

9h ago

Go to Apply

Retail Shortage Control - Part Time

Burlington • Erie, PA • 17h ago

Retail & Hospitality

Join our team as a Shortage Control Associate and contribute to a secure shopping environment while delivering exceptional customer service! As a Shortage Control Associate (SCA), your role directly impacts the store's s...

17h ago

Go to Apply

Administrative Assistant - Erie, PA

National Fuel • Erie, PA • 21h ago

Management & Administrative

National Fuel is currently seeking an Administrative Assistant for an outstanding career opportunity in our Distribution Operations Department located at our Erie Service Center (225 Wayne Street). National Fuel is proud...

21h ago

Go to Apply

parts supervisor

Cleveland Brothers • Erie, PA • 1d ago

Cleveland Brothers, the largest Cat dealer in Pennsylvania, northern West Virginia and western Maryland, has an immediate opportunity for a Parts Supervisor supporting our Erie, PA and Lantz Corners, PA locations. Clevel...

1d ago

Go to Apply

Advanced Practice Nurse (Nurse Practitioner) - Primary Care

Veterans Affairs, Veterans Health Administration • Erie, PA • 1d ago

Hospital & Medical

Summary This position is eligible for the Education Debt Reduction Program (EDRP), a student loan payment reimbursement program. You must meet specific eligibility requirements per VHA policy and submit your EDRP applica...

1d ago

Go to Apply

Sales and Operations Management Trainee

Penske • Erie, PA • 1d ago

Management & Administrative

Location: 5650 Wattsburg Rd. Erie, PA 16509 Position Summary: Take charge. Think fast. Move forward. As a Sales and Operations Management Trainee in our fast-paced environment, you will use your hard-earned degree to run...

1d ago

Go to Apply

financial center manager

Northwest Bank • Erie, PA • 1d ago

Finance, Accounting & Banking

PA0131 Erie - 34th & Liberty Job Description DESCRIPTION As a Financial Center Manager, you will be responsible for overseeing the daily operations of the financial center while ensuring exceptional customer service,...

1d ago

Go to Apply

Construction Site Coordinator - Project Management Controls

FirstEnergy • Erie, PA • 2d ago

Trucking & Construction

FirstEnergy FirstEnergy at a Glance We are a forward-thinking electric utility powered by a diverse team of employees committed to making customers' lives brighter, the environment better and our communities stronger. Fi...

2d ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)