Loan Support Specialist - Contact Center (Shift Differential)

Northwest; Buffalo, Northern (NY, KY); Hybrid; USD 22,000 - 23,000; Full time

Benefits offered by this job

Shift differential

Job summary

Northwest in Buffalo, NY is seeking a Loan Support Specialist for our Contact Center to assist customers with retail loan products. You will handle inquiries across multiple channels, coach new staff, and ensure service levels meet targets while maintaining accurate records.

The role requires 2–3 years of customer service and financial services experience, a high school diploma or equivalent, and willingness to work extended hours with a shift differential. Competitive pay provided.

Qualifications

• Education: High School Diploma or Associate's Degree, or equivalent preferred.
• 2-3 years of internal/external customer service experience preferred.
• 2-3 years of bank or financial services experience preferred.

Responsibilities

• Provide support to internal and external customers with a broad range of loan support questions and issues across multiple channels.
• Deliver best-in-class customer experience while meeting service levels and quality standards.
• Resolve complex customer service issues with first call/contact resolution.
• Coach/mentor new team members during training.
• Navigate Microsoft Office and department-specific software to maximize efficiency.
• Work extended hours and weekends on a rotating basis.
• Ensure compliance with policies and regulations.

Skills

Customer service

Communication

Active listening

Time management

Decision making

Education

High School Diploma

Associate's Degree

Tools

Microsoft Office

Job description

Northwest in Buffalo, NY is seeking a Loan Support Specialist for our Contact Center to assist customers with retail loan products. You will handle inquiries across multiple channels, coach new staff, and ensure service levels meet targets while maintaining accurate records.

The role requires 2–3 years of customer service and financial services experience, a high school diploma or equivalent, and willingness to work extended hours with a shift differential. Competitive pay provided.