Job Description

NY0705 NY Region Business Office, PA0740 Erie Contact Center

As a Loan Support Specialist within the Contact Center, you will be part of team of exceptional customer service professionals that are dedicated to providing exceptional service our customers. As a trusted support partner, the specialist will provide support to internal/external customers with regards to all retail loan products (mortgage. equity, consumer, indirect and credit card). This position works to achieve monthly call quality performance while educating clients on products and services. This position is eligible for a shift differential.

Essential Functions:

• Provide support to internal and external customers with a broad range of loan support questions and issues. These interactions may occur across multiple delivery channels.

• Embody a strong client experience culture, ensuring that you deliver exceptional service in each and every interaction.

• Deliver best-in-class customer experience to both internal and external customers while achieving service levels, quality standards, and designated performance targets.

• Resolve complex customer service issues, provide recommendations on appropriate solutions while utilizing a first call/contact resolution approach.

• Support new employee training as a coach/mentor to newly hired team members.

• Maintain strong levels of attention to detail while completing assigned tasks.

• Work extended hours and weekends on a rotating basis to provide support to internal and external customers.

• 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, & Abilities:

• Ability to establish effective working relationships among team members and participate in solving problems and making decisions Working

• Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written Working

• 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 Working

• 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

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, Associate's Degree, or equivalent preferred

Work Experience:

2-3 Years Internal/External customer service experience preferred

2-3 Years Bank or financial services experience preferred

The pay range for this position is generally $16.00 to $17.50 per hour. Shift differentials are provided for hours worked outside of standard office operations. Actual pay is based on various factors including but not limited to the successful candidate’s experience, skills, and knowledge. Benefits are also available.

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