Contact Center Specialist I

Northwest Bank; Columbus (OH); On-site; USD 32,000 - 46,000; Full time

Benefits offered by this job

Evening shift differential

Rotating Saturdays

Job summary

Northwest Bank in Columbus, OH is seeking a Contact Center Specialist to deliver quality customer service, handle inquiries, and provide technical assistance using multiple databases.

This role includes evening shifts with a Saturday rotation, a shift differential after 5 PM, and opportunities to educate clients about Northwest products while maintaining confidentiality and meeting service levels.

Qualifications

• Customer service experience preferred.
• Strong communication and listening skills.
• Ability to work in a fast-paced environment.
• Basic computer literacy and troubleshooting ability.
• Commitment to confidentiality.

Responsibilities

• Meet productivity standards and complete work in a timely manner.
• Educate clients on Northwest products and services.
• Respond to customer needs and resolve inquiries.
• Troubleshoot online access issues.
• Document results and follow policies.
• Work as part of a team.

Skills

Team collaboration

Active listening

Effective communication

Problem solving

Time management

Customer service

First Call Resolution

Education

High School Diploma or Equivalent

Associate Degree in Related Subject preferred

Tools

Microsoft Office

Northwest automated system

Job description

Our Contact Center Specialists are responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. Contact Center Specialists works to achieve monthly call quality performance while educating clients on products and services.

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
• 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:

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 Degree in Related Subject preferred

Work Experience:

• Customer Service Experience preferred
• Good Technological Background preferred

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