Loan Support Specialist – Contact Center (Shift Differential)

Northwest Bank; Buffalo (NY); On-site; USD 22,000 - 23,000; Full time

Job summary

Northwest Bank is seeking a Loan Support Specialist to join the Contact Center in Buffalo, NY. You will assist customers with retail loan products, including mortgage, equity, consumer, indirect, and credit card, while maintaining a high level of service.

You will educate clients on products, aim for first-call resolutions, and participate in coaching and training for new staff, with extended hours and weekend rotations. Eligible for shift differentials and a focus on regulatory compliance.

Qualifications

• Experience in customer service, internal and external preferred.
• Ability to communicate clearly, both oral and written.
• Ability to collaborate with team members and coaches.

Responsibilities

• Provide support to internal and external customers with a broad range of loan questions across channels.
• Deliver exceptional client experience in every interaction.
• Meet service levels, quality standards, and performance targets.

Skills

Customer service

Communication

Team collaboration

Attention to detail

Problem solving

Education

High School Diploma

Associate's Degree

Job description

Northwest Bank is seeking a Loan Support Specialist to join the Contact Center in Buffalo, NY. You will assist customers with retail loan products, including mortgage, equity, consumer, indirect, and credit card, while maintaining a high level of service.

You will educate clients on products, aim for first-call resolutions, and participate in coaching and training for new staff, with extended hours and weekend rotations. Eligible for shift differentials and a focus on regulatory compliance.