Senior Contact Center Specialist

JOB SUMMARY The Senior Contact Center Specialist is responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. This position works to achieve monthly call quality performance while educating clients on products and services. It assists with answering questions for prospects and existing clients, helps with client retention efforts, and supports other Contact Center Specialists through the normal escalation process. The position is eligible for a shift differential. 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 Written correspondence proficiency, accurately and professionally responding to customer inquiries Perform office administration tasks Serve as a Contact Center mentor to new hires Serve as subject matter expert and answer peer inquiries and client escalations Back up Contact Center Supervisors as needed Identify and resolve customer problems efficiently Gather and analyze information skillfully and develop alternative solutions Manage difficult or emotional client situations Respond promptly to client needs Respond to requests and meet commitments Speak clearly and persuasively in positive or negative situations Educate clients and possess extensive knowledge of technical support of products and services Approach others in a tactful manner and react well under pressure Demonstrate accuracy and thoroughness Look for ways to improve and promote quality Demonstrate excellent listening and interpretative skills Demonstrate 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 processes and procedures and scripts Ability to troubleshoot online access issues Answer customer chat, email and secure message requests efficiently Make all outbound calls for different calling campaigns as delivered and instructed efficiently Document results as instructed Utilize cross selling efforts of products and services with clients Provide solutions to clients based on their needs 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 Complete other duties and special projects as requested by management QUALIFICATIONS Education High School Diploma or equivalent preferred Associate’s Degree preferred Work Experience Less than 2 years Banking/financial and contact center experience preferred Good technical experience preferred General Employee 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 Additional Knowledge, Skills and Abilities Ability to adapt to a quick changing environment 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 Technological understanding of computers and online systems Pay Range: $18.50 to $21.00 per hour. 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. #J-18808-Ljbffr