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Northwest Bank · 1 month ago

Senior Contact Center Specialist

Buffalo, NY

Full-time

Onsite

Senior Level

$18.50/hr - $21/hr

Northwest Bank is seeking a Senior Contact Center Specialist who will be responsible for providing quality and efficient customer service to clients. The role involves educating clients on products and services, assisting with inquiries, and supporting the Contact Center team to achieve performance standards.

BankingFinancial Services

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

Written correspondence proficiency, accurately and professional responding to customer inquiries

Perform office administration tasks

Serve as a Contact Center mentor to new hires

Serve as subject matter expert and answers peer inquires and client escalations

Back up Contact Center Supervisors as needed

Identify and resolve customer problems in an efficient manner

Gather and analyze information skillfully 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

Educate clients and possess extensive knowledge of technical support of products and services

Approach others in a tactful manner and react well under pressure

Demonstrate accuracy and thoroughness

Look for ways to improve and promote quality

Demonstrate excellent listening and interpretative skills

Demonstrate 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 processes and procedures and scripts

Ability to troubleshoot online access issues

Answer customer chat, email and secure message requests in an efficient manner

Make all outbound calls for different calling campaigns as delivered and instructed in an efficient manner

Document results as instructed

Utilize cross selling efforts of products and services with clients

Provide solutions to clients based on their needs

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

Complete other duties and special projects as requested by management

Qualification

Customer serviceTechnical supportBanking experienceMicrosoft OfficeProblem-solvingWritten communicationTeam collaborationActive listeningAdaptability

Required

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