Senior Contact Center Specialist

Job Description

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 Northwest Products and Services to prospect and existing clients, helping with client retention efforts, and creating a differentiated experience for new client onboarding.

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.

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
• Written correspondence proficiency, accurately and professional responding to customer inquiries
• Perform office administration tasks
• Serve as a Contact Center new employee trainer
• 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 customers on Northwest products/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 client inquiries at first contact
• Appropriate use of established call processes and procedures and scripts
• Provide assistance to existing loan clients
• Provide back up support to office services group
• Provide support of Northwest technical products and services
• 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
• Complete onboarding calls to new Northwest Clients
• Document results as instructed
• Complete advanced outbound campaigns to clients (ex. Card Usage, Product Utilization Campaigns)
• Increase deposits, Insurance and investment cross sells
• Small Business Merchant Services and other small business products Utilize cross selling efforts of Northwest’s products and services with clients
• Provide solutions to clients based on their needs
• Advise clients on savings and lending options that Northwest offers
• 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
• Ability to adapt to a quick changing environment
• 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
• Technological understanding of computers and online systems
  
  

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

• High School Diploma or equivalent preferred
• Associate's Degree in related subject preferred
  
  

Work Experience

• 3 - 5 years Northwest banking/financial and contact center experience preferred
• Sales experience within a contact center preferred
• Good technological background preferred
  
  

Northwest is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.