Contact Center Specialist I – Customer Service

About the role

Join Northwest Bank’s Contact Center in Buffalo, where you’ll receive 4–6 weeks of personalized training and ongoing support from experienced leaders. The position involves providing quality customer service, technical assistance, and product education while working rotating evening and Saturday shifts.

Key responsibilities

• Handle inbound and outbound calls, meeting productivity and service level standards.
• Educate clients on Northwest products and services and aim for first‑call resolution.
• Document call results and ensure compliance with company policies and regulations.
• Provide technical support for online access, debit/credit card issues, and mobile app/bill‑pay systems.

Required profile

• High School Diploma or equivalent (Associate degree preferred).
• Customer service experience with a good technological background.
• Ability to work rotating evening and Saturday shifts and meet attendance standards.

Required skills

• Proficiency with Microsoft Office and other computer applications.
• Ability to troubleshoot online access and debit/credit card system issues.
• Strong listening, problem‑solving, and communication skills.

What we offer

• 4–6 weeks of personalized training and hands‑on support.
• Ergonomic, wellness‑focused workspaces.
• Shift differentials for hours worked after 5:00 PM.
• Benefits package in addition to hourly pay.