Contact Center Specialist I - Buffalo, NY

NY0705 NY Region Business Office

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 in you. 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.

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

COMPENSATION:

The pay range for this position is generally $16.50 to $18.50 per hour. Shift differentials are provided for hours worked outside of standard office operations. Actual pay is based on various factors including but not limited to the successful candidate’s experience, skills, and knowledge. Benefits are also available.

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