Northwest Bank
Contact Center Specialist I
Northwest Bank, Buffalo, New York, United States, 14266
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 work 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 mannerEnsure compliance with scheduling requirements and attendance standardsMaintain client and Northwest confidentialityMeet service level standardsAchieve Contact Center performance standardsServe as a Contact Center orientation trainerIdentify and resolve customer problems in an efficient mannerGather and analyze information skillfully and develop alternative solutionsManage difficult or emotional customer situationsRespond promptly to customer needsRespond to requests and meet commitmentsSpeak clearly and persuasively in positive or negative situationsEducate clients on the benefits of Northwest products and servicesApproach others in a tactful manner and react well under pressureDemonstrate accuracy and thoroughnessLook for ways to improve and promote qualityDemonstrate excellent listening and interpretative skillsDemonstrate the ability to establish collaborative customer relationships in a fast-paced environmentAim to resolve customer inquiries utilizing a First Call Resolution approachAppropriate use of established call policies and procedures and scriptsProvide support for Northwest technical products and servicesAbility to troubleshoot online access issuesMake all outbound calls as delivered and instructed in an efficient mannerDocument results as instructedEnsure compliance with Northwest's policies and procedures, and Federal/State regulationsNavigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiencyWork as part of a teamWork with on-site equipment
KNOWLEDGE, SKILLS, AND ABILITIES:
Ability to establish effective working relationships among team members and participate in solving problems and making decisionsAbility to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or writtenAbility to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and informationAbility 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 informationAbility to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areasKnowledge of Northwest products and servicesKnowledge of computer, mobile app, and bill pay systemsKnowledge and proficiency of debit and credit card systemsKnowledge 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 preferredAssociate Degree in Related Subject preferred
Work Experience:
Customer Service Experience preferredGood Technological Background preferred
COMPENSATION:
The pay range for this position is generally $16.00 to $17.50 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. Additional bonus earning opportunities and benefits are also available.
#J-18808-Ljbffr
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 mannerEnsure compliance with scheduling requirements and attendance standardsMaintain client and Northwest confidentialityMeet service level standardsAchieve Contact Center performance standardsServe as a Contact Center orientation trainerIdentify and resolve customer problems in an efficient mannerGather and analyze information skillfully and develop alternative solutionsManage difficult or emotional customer situationsRespond promptly to customer needsRespond to requests and meet commitmentsSpeak clearly and persuasively in positive or negative situationsEducate clients on the benefits of Northwest products and servicesApproach others in a tactful manner and react well under pressureDemonstrate accuracy and thoroughnessLook for ways to improve and promote qualityDemonstrate excellent listening and interpretative skillsDemonstrate the ability to establish collaborative customer relationships in a fast-paced environmentAim to resolve customer inquiries utilizing a First Call Resolution approachAppropriate use of established call policies and procedures and scriptsProvide support for Northwest technical products and servicesAbility to troubleshoot online access issuesMake all outbound calls as delivered and instructed in an efficient mannerDocument results as instructedEnsure compliance with Northwest's policies and procedures, and Federal/State regulationsNavigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiencyWork as part of a teamWork with on-site equipment
KNOWLEDGE, SKILLS, AND ABILITIES:
Ability to establish effective working relationships among team members and participate in solving problems and making decisionsAbility to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or writtenAbility to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and informationAbility 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 informationAbility to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areasKnowledge of Northwest products and servicesKnowledge of computer, mobile app, and bill pay systemsKnowledge and proficiency of debit and credit card systemsKnowledge 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 preferredAssociate Degree in Related Subject preferred
Work Experience:
Customer Service Experience preferredGood Technological Background preferred
COMPENSATION:
The pay range for this position is generally $16.00 to $17.50 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. Additional bonus earning opportunities and benefits are also available.
#J-18808-Ljbffr