Contact Center Specialist - Erie, PA

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
• Education
• 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

Requirements

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

Qualifications

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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
• Active listening to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information
• 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

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.

Pay

Shift Differential for hours worked after 5:00 PM

Schedule

Contact Center Specialists are eligible for a shift differential for hours worked after 5:00 PM. Our 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.