Contact Center Loan Support Specialist

About the role

The Loan Support Specialist within the Contact Center plays a crucial role in supporting both internal and external customers with a wide range of loan-related inquiries and issues. This position is part of a dedicated team focused on delivering exceptional customer service.

Responsibilities

• Provide support to internal and external customers with a broad range of loan support questions and issues across multiple delivery channels.
• Embody a strong client experience culture, ensuring exceptional service in each interaction.
• Deliver best-in-class customer experience to both internal and external customers while meeting service levels, quality standards, and performance targets.
• Resolve complex customer service issues, provide recommendations on appropriate solutions, and utilize 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 support 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 to maximize technology tools and efficiency.
• Work as part of a team and interact with on-site equipment.

Requirements

• Ability to establish effective working relationships among team members and solve problems.
• Ability to present and express ideas and information clearly and concisely, both orally and in writing.
• Ability to actively listen to understand others and share information effectively.
• Ability to make informed decisions based on analysis and judgment, using good judgment in gray areas.

Qualifications

• High School Diploma, Associate's Degree, or equivalent preferred.
• 2-3 years of internal/external customer service experience preferred.
• 2-3 years of bank or financial services experience preferred.

Pay and Benefits

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. Benefits are also available.