Contact Center Loan Support Specialist

About the role

The Contact Center Loan Support Specialist provides assistance to internal and external customers regarding a variety of retail loan products. This role focuses on delivering high‑quality service while meeting call quality and performance targets.

Key responsibilities

• Answer loan‑related inquiries across multiple channels and resolve complex issues with a first‑call resolution approach.
• Maintain compliance with Northwest policies, federal and state regulations, and ensure accurate documentation.
• Support new employee onboarding by coaching and mentoring newly hired team members.
• Work extended hours and rotating weekends to provide continuous support.

Required profile

• High school diploma or associate degree preferred; 2‑3 years of internal/external customer service experience.
• 2‑3 years of banking or financial services experience preferred.
• Strong attention to detail, effective communication, and ability to make sound decisions.

Required skills

• Proficiency with Microsoft Office and department‑specific computer applications.
• Ability to establish effective working relationships and actively listen to customers.