Contact Center Specialist
Northwest
Buffalo New York
Salary: Neg Per Hour
ESSENTIAL FUNCTIONS
- 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
- 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
- Demonstrate the ability to
establish collaborative customer relationships in a fast paced environment
- Aim to resolve customer
inquiries utilizing a First Call Resolution approach
- Appropriate use of established
call policies and procedures and scripts
- Provide support of Northwest
technical products and services
- Ability to troubleshoot online
access issues
- 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
KNOWLEDGE, SKILLS, AND ABILITIES
- Ability to establish effective
working relationships among team members and participate in solving
problems and making decisions
- Ability to present and express
ideas and information clearly and concisely in a manner appropriate to the
audience, whether oral or written
- Ability to actively listen to
what others are saying to achieve understanding, sharing information with
others and facilitating the open exchange of ideas and information
- Ability 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 information
- Ability to 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
QUALIFICATIONS
- High School Diploma or
Equivalent preferred
- Associate Degree in Related
Subject preferred
Work Experience
- Customer Service Experience
preferred
- Good Technological Background preferred
Job Overview
Posted Date: 16 Jan 2024
Location: Buffalo New York
Salary: Neg Per Hour
Company Information
Northwest Bank is a bank headquartered in Warren, Pennsylvania. It is the leading subsidiary of Northwest Bancshares, Inc., a bank holding company, and operates 170 branches in central and Western Pennsylvania, Western New York, Northeast Ohio, Appalachian Ohio, and Indiana.
Name: Northwest
Web: https://www.northwest.bank/