Senior Contact Center Specialist

JOB SUMMARY

The Senior Contact Center Specialist is responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. This position works to achieve monthly call quality performance while educating clients on products and services. This position assists with answering questions for prospect and existing clients, helping with client retention efforts, and supporting Contact Center Specialists with questions through our normal escalation process within the Contact Center.

Essential Functions

• Maintain 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
• Write correspondence professionally and accurately
• Perform office administration tasks
• Serve as a Contact Center mentor to new hires
• Serve as a subject matter expert and answer peer and client escalations
• Back up Contact Center Supervisors as needed
• Identify and resolve customer problems efficiently
• Gather and analyze information and develop alternative solutions
• Manage difficult or emotional client situations
• Respond promptly to client needs
• Respond to requests and meet commitments
• Speak clearly and persuasively in positive or negative situations
• Provide education to clients on products and services
• 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
• Complete other duties and special projects as requested by management

Qualifications

• High School Diploma or equivalent preferred
• Associate's Degree preferred
• Banking/financial and contact center experience preferred
• Good Technical Experience preferred