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Northwest Bank · 1 month ago

Contact Center Loan Support Specialist

Erie, PA

Full-time

Onsite

Entry Level

$16/hr - $17.50/hr

2+ years exp

Northwest Bank is a financial institution dedicated to providing exceptional service to its customers. The Loan Support Specialist within the Contact Center will support customers with various retail loan products while ensuring a high level of service and compliance with regulations.

BankingFinancial Services

Responsibilities

Provide support to internal and external customers with a broad range of loan support questions and issues. These interactions may occur across multiple delivery channels

Embody a strong client experience culture, ensuring that you deliver exceptional service in each and every interaction

Deliver best-in-class customer experience to both internal and external customers while achieving service levels, quality standards, and designated performance targets

Resolve complex customer service issues, provide recommendations on appropriate solutions while utilizing a first call/contact resolution approach

Support new employee training as a coach/mentor to newly hired team members

Maintain strong levels of attention to detail while completing assigned tasks

Work extended hours and weekends on a rotating basis to provide support to internal and external customers

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 experienceBankingFinancial servicesMicrosoft Office SoftwareEffective communicationActive listeningProblem-solving

Required

Ability to establish effective working relationships among team members and participate in solving problems and making decisions Working

Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written Working

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 Working

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