Contact Center Specialist - Buffalo, NY

About the role

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.

Responsibilities

• 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
• Aim to resolve customer inquiries utilizing a First Call Resolution approach
• 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
• Approach others in a tactful manner and reacting well under pressure
• Demonstrate the ability to establish collaborative customer relationships in a fast paced environment
• 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

Qualifications

• High School Diploma or Equivalent preferred
• Associate Degree in Related Subject preferred
• Customer Service Experience preferred
• Good Technological Background preferred

Skills

• Establish effective working relationships among team members and participate in solving problems and making decisions
• Present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written
• 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
• 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

Benefits

Actual pay is based on various factors including but not limited to the successful candidate’s experience, skills, and knowledge. Benefits are also available.

Pay

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.

Schedule

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.