Contact Center Specialist I - Buffalo, NY

Northwest Bank; Buffalo (NY); On-site; USD 22,041 - 24,796; Full time

Job summary

Northwest Bank in Buffalo, NY seeks a Contact Center Specialist to deliver high-quality customer service. You’ll use multiple databases and provide technical assistance as needed, with evening and rotating Saturday shifts in a center open 8:00 AM–8:00 PM on weekdays and 9:00 AM–1:00 PM Saturdays.

4-6 weeks of personalized training, supportive leadership, and ergonomic spaces are emphasized to help you succeed from day one. Shift differentials apply after 5 PM.

Qualifications

• Proven ability to provide quality customer service.
• Strong communication and listening skills.
• Ability to work in a team and manage time effectively.

Responsibilities

• Meet productivity standards and complete work in a timely manner.
• Maintain confidentiality of client information and Northwest data.
• Meet service level standards and handle customer inquiries with First Call Resolution when possible.
• Educate clients on Northwest products and services.
• Troubleshoot online access and use of department software.

Skills

Customer service

Communication

Active listening

Collaboration

Problem solving

Time management

Technical aptitude

Education

High School Diploma or Equivalent preferred

Associate Degree preferred

Tools

Microsoft Office

Job description

NY0705 NY Region Business Office

Job Description

Start Your Career Where Support Meets Opportunity

Looking for more than just a job? At our Contact Center, you'll find a community that invests inyou. With 4-6 weeks of personalized training, hands-on support from experienced leaders, and a team that's always got your back, you'll be set up for success from day one. Our ergonomic, wellness-focused workspaces help you feel your best-so you can do your best. And with most of our Supervisors starting in this very role, your future here is full of possibility.

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

COMPENSATION:

The pay range for this position is generally $16.50 to $18.50 per hour. Shift differentials are provided for hours worked outside of standard office operations. Actual pay is based on various factors including but not limited to the successful candidate's experience, skills, and knowledge. Benefits are also available.

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