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Northwest Bank · 3 days ago

Contact Center Specialist - Erie, PA

Erie, PA

Full-time

Onsite

New Grad, Entry Level

Northwest Bank is a community-focused institution that offers a supportive environment for career growth. They are seeking a Contact Center Specialist responsible for providing quality customer service, managing client inquiries, and achieving performance standards within their Contact Center.

BankingFinancial Services

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

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

Qualification

Customer Service ExperienceTechnical AssistanceProblem SolvingMicrosoft Office SoftwareNorthwest ProductsTeam CollaborationActive ListeningEffective Communication

Required

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