Contact Center Specialist

2 months ago

Erie, United States Northwest LLC Full time

Thank you for your interest in employment at Northwest Bank Submitting an application to this job posting allows your profile and resume to be reviewed by a Northwest Bank recruiter when a role becomes available at this Contact Center location. Applications will be accepted regardless of whether or not a current vacancy exists. Applicants should also directly apply to any current open positions of interest to ensure consideration. By applying to this job posting, you will be considered for any Contact Center vacancies between November 1, 2024 - November 30, 2024.

Our Contact Center Specialists are responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. Contact Center Specialists works to achieve monthly call quality performance while educating clients on products and services.

Northwest Bank's Contact Center is open Monday through Friday 8:00 AM - 8:00 PM and Saturday 9:00 AM - 1:00 PM and is closed regular bank holidays. You can expect to work evening shifts and Saturday hours on a rotating basis.

Contact Center Specialists are eligible for a shift differential for hours worked after 5:00 PM.

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
  • Serve as a Contact Center orientation trainer
  • Identify and resolve customer problems in an efficient manner
  • Gather and analyze information skillfully and develop alternative solutions
  • Manage difficult or emotional customer situations
  • Respond promptly to customer needs
  • Respond to requests and meet commitments
  • Speak clearly and persuasively in positive or negative situations
  • Educate clients on the benefits of Northwest products and services
  • Approach others in a tactful manner and reacting well under pressure
  • Demonstrate accuracy and thoroughness
  • Look for ways to improve and promote quality
  • Demonstrate excellent listening and interpretative skills
  • Demonstrate the 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 policies and procedures and scripts
  • Provide support of Northwest technical products and services
  • Ability to troubleshoot online access issues
  • Make all outbound calls as delivered and instructed in an efficient manner
  • Document results as instructed
  • 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
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
  • 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
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 Degree in Related Subject preferred
Work Experience:
  • Customer Service Experience preferred
  • Good Technological Background preferred

#LI-RM1

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

  • Contact Center Specialist

    1 month ago

    Erie, United States Northwest Bank Full time

    DescriptionOur Contact Center Specialists are responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. Contact Center Specialists works to achieve monthly call quality performance while educating clients on products and services.Northwest Bank‘s...

  • Contact Center Specialist I

    2 weeks ago

    Erie, United States Northwest Full time

    Our Contact Center Specialists are responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. Contact Center Specialists works to achieve monthly call quality performance while educating clients on products and services.Northwest Bank's Contact Center is...

  • Contact Center Specialist I

    5 months ago

    Erie, United States Northwest Bank Full time

    Description Our Contact Center Specialists are responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. Contact Center Specialists works to achieve monthly call quality performance while educating clients on products and services. Northwest Bank's...

  • Contact Center Specialist I

    1 week ago

    Erie, United States Northwest Full time

    Our Contact Center Specialists are responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. Contact Center Specialists works to achieve monthly call quality performance while educating clients on products and services.Northwest Bank's Contact Center is...

  • Contact Center Specialist

    2 weeks ago

    Erie, United States Northwest Bank Full time

    Description Thank you for your interest in employment at Northwest Bank! Submitting an application to this job posting allows your profile and resume to be reviewed by a Northwest Bank recruiter when a role becomes available at this Contact Center location. Applications will be accepted regardless of whether or not a current vacancy exists. Applicants...

  • Contact Center Specialist

    2 months ago

    Erie, United States Northwest Bank Full time

    Description Thank you for your interest in employment at Northwest Bank! Submitting an application to this job posting allows your profile and resume to be reviewed by a Northwest Bank recruiter when a role becomes available at this Contact Center location. Applications will be accepted regardless of whether or not a current vacancy exists. Applicants...

  • Medical Nurse Specialist

    3 weeks ago

    Erie, Pennsylvania, United States University of Pittsburgh Medical Center Full time

    Job OverviewWe are seeking a highly skilled Medical Nurse Specialist to join our team at the University of Pittsburgh Medical Center.About the RoleThis is a dynamic and challenging position that requires strong clinical skills, excellent communication abilities, and a passion for delivering high-quality patient care.ResponsibilitiesAssist in the planning,...

  • Transportation Specialist

    6 days ago

    Erie, Pennsylvania, United States TYS DAYCARE PRE K CENTER Full time

    Job Title: Transportation SpecialistCompany Overview:TYS DAYCARE PRE K CENTER is seeking an experienced and safety-conscious Client Transporter to join our team as a Transportation Specialist. This role involves the safe operation of a vehicle while adhering to a strict schedule and ensuring the well-being of seniors.Estimated Salary: $60,000 - $80,000 per...

  • Banking Relationship Specialist

    5 days ago

    Erie, Pennsylvania, United States Northwest Bank Full time

    Join Our TeamWe are seeking a talented and motivated individual to join our team as a Contact Center Specialist at Northwest Bank. As a key member of our team, you will be responsible for delivering exceptional customer service to clients, handling multiple customer databases, and providing technical support as needed.Salary Range: $58,000 - $78,000 per...

  • Sales Development Specialist

    1 week ago

    Erie, Pennsylvania, United States Kelly Services Full time

    Job Title: Sales Development SpecialistEstimated Salary: $45,000 - $55,000 per yearAbout Kelly Services:We are a staffing agency with a strong focus on customer satisfaction and employee development. Our team is passionate about helping businesses find the right talent to drive their success.Job Summary:We are seeking a highly motivated Sales Development...

  • Counseling Specialist

    3 weeks ago

    Erie, Pennsylvania, United States Sarah Reed Children's Center Full time

    About Us:Sarah Reed Children's Center is a leading provider of mental health services for children and adolescents. We are committed to delivering high-quality, compassionate care that meets the unique needs of each individual.Salary and Benefits:We offer a competitive salary ranging from $53,000 to $60,000 annually, with a bonus opportunity of $2,500....

  • Nursing Professional

    3 weeks ago

    Erie, Pennsylvania, United States University of Pittsburgh Medical Center Full time

    Role OverviewWe are seeking a highly skilled Nursing Professional to join our team as a Patient Care Specialist. This full-time position offers a unique blend of clinical expertise and patient-centered care, with a focus on delivering exceptional outcomes in a dynamic healthcare environment.ResponsibilitiesDevelop and implement personalized care plans that...

  • Travel Care Specialist

    3 weeks ago

    Erie, Pennsylvania, United States Vibra Travels Full time

    Based on the travel nursing job in Erie, Pennsylvania, the estimated annual salary for this Travel Care Specialist position is $93,880 to $119,120.Vibra Travels offers a comprehensive pay package for their Travel Care Specialist, including a competitive hourly rate and tax-free stipend amount. The company provides white-glove service, from initial contact to...

  • Pharmacist Specialist, Chartwell

    6 days ago

    Erie, United States UPMC - Pittsburgh Medical Center Full time

    Job Description: UPMC Chartwell is looking for a full time Pharmacist, Specialist to join their dedicated team in Erie, PA working the overnight shift. Pharmacist Specialists are responsible and accountable for the provision of safe, effective, and cost-effective pharmacotherapy. They provide support of specialized areas of centralized and decentralized...

  • Pharmacist Specialist, Chartwell

    1 week ago

    Erie, United States UPMC - Pittsburgh Medical Center Full time

    Job DescriptionUPMC Chartwell is looking for a full time Pharmacist, Specialist to join their dedicated team in Erie, PA working the overnight shift.Pharmacist Specialists are responsible and accountable for the provision of safe, effective, and cost-effective pharmacotherapy. They provide support of specialized areas of centralized and decentralized...

  • Clinical Crisis Support Specialist

    2 weeks ago

    Erie, Pennsylvania, United States UPMC - Pittsburgh Medical Center Full time

    Job OverviewWe are seeking a highly motivated Clinical Crisis Support Specialist to join our team at UPMC Western Behavioral Health. This is an exciting opportunity for individuals who want to make a difference in the lives of others.

  • Switchboard Communications Specialist

    3 weeks ago

    Erie, Pennsylvania, United States VIA, Visually Impaired Advancement Full time

    **Job Title:** Switchboard Communications SpecialistAbout the Role:VIA, Visually Impaired Advancement is seeking a skilled Switchboard Communications Specialist to join our team. As a key member of our support staff, you will play a vital role in providing excellent customer service to our clients and stakeholders.Job Description:We are looking for a highly...

  • Mental Health Therapist Specialist

    2 weeks ago

    Erie, Pennsylvania, United States UPMC - Pittsburgh Medical Center Full time

    Job OpportunityUPMC Western Behavioral Health at Safe Harbor is seeking a Mental Health Therapist Specialist to join our Addiction Medicine and Recovery Services team.We provide evidence-based therapy and parts of the 12-step program to help individuals in the recovery process. Our services include counseling, medical treatment, peer support, mobile case...

  • Fitness Specialist

    3 weeks ago

    Erie, United States Power Wellness Full time

    Position Title: Fitness Specialist Location: LECOM Medical Fitness and Wellness Center Type: Part time (evenings and weekends preferred) Summary: We improve life and we're here to serve. What you do is something special and contributes towards improving health within your community. Join our team of full time and part time staff at LECOM Medical Fitness and...

  • Medication Reconciliation Specialist, Associate

    3 weeks ago

    Erie, Pennsylvania, United States UPMC - Pittsburgh Medical Center Full time

    Job OverviewUPMC Hamot in Erie, PA is seeking a detail-oriented Medication Reconciliation Specialist, Associate to join our dynamic pharmacy team. This role plays a critical part in ensuring accurate medication histories for patients, contributing to improved patient outcomes and safety.We offer a Total Rewards package that can help you achieve your goals,...