Senior Contact Center Specialist

Job Description

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. This position assists with answering questions for prospect and existing clients, helping with client retention efforts, and support of Contact Center Specialists with questions through our normal escalation process within the Contact Center.

This 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 professional responding to customer inquiries

• Perform office administration tasks

• Serve as a Contact Center mentor to new hires

• Serve as subject matter expert and answers peer inquires and client escalations

• Back up Contact Center Supervisors as needed

• Identify and resolve customer problems in an efficient manner

• 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 in an efficient manner

• Make all outbound calls for different calling campaigns as delivered and instructed in an efficient manner

• 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

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'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

The pay range for this position is generally $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.

All applicants will be screened; however, only those most closely matching the qualifications of the job posting will be contacted. You can check the status of your application by logging back into your account. We appreciate your interest in our position!

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