Evening & Weekend Contact Center Specialist

LE001 Northwest Bank; Erie (Erie County); In loco; USD 32.000 - 42.000; Tempo pieno

Descrizione del lavoro

Responsibilities include achieving productivity and attendance standards, educating clients on product benefits, and maintaining accurate records while collaborating with the team and supporting on-site equipment and software tools.

Competenze

• Ability to establish effective working relationships among team members
• Ability to present and express ideas clearly and concisely
• Ability to actively listen to understand and facilitate exchange of information
• Ability to plan actions, track progress, and use resources efficiently
• Ability to make sound decisions 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

Mansioni

• 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
• Educate clients on the benefits of Northwest products and services
• Approach others tactfully and stay composed under pressure
• Demonstrate accuracy and thoroughness
• Look for ways to improve and promote quality
• Demonstrate excellent listening and interpretative skills
• Establish collaborative customer relationships in a fast paced environment
• Aim to resolve customer inquiries with First Call Resolution
• Provide support of Northwest technical products and services
• Navigate Microsoft Office Software and department-specific software
• Work as part of a team
• Work with on-site equipment

Conoscenze

Relationship building

Clear communication

Active listening

Planning & tracking

Decision making

Product & service knowledge

Digital banking systems

Card systems knowledge

Strumenti

Microsoft Office

Descrizione del lavoro

Responsibilities include achieving productivity and attendance standards, educating clients on product benefits, and maintaining accurate records while collaborating with the team and supporting on-site equipment and software tools.