Contact Center Specialist I
Northwest
Buffalo New York
Salary: Neg Per Hour
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
Job Overview
Posted Date: 15 Feb 2025
Location: Buffalo New York
Salary: Neg Per Hour
Company Information
Northwest Bank is a bank headquartered in Warren, Pennsylvania. It is the leading subsidiary of Northwest Bancshares, Inc., a bank holding company, and operates 170 branches in central and Western Pennsylvania, Western New York, Northeast Ohio, Appalachian Ohio, and Indiana.
Name: Northwest
Web: https://www.northwest.bank/