Contact Center Specialist I

About the role

Northwest Bank is seeking a Contact Center Specialist I to join its Erie location. The role provides quality customer service, technical assistance, and product education while working in a supportive, wellness‑focused environment.

Key responsibilities

• Handle inbound and outbound calls, meeting productivity and service level standards.
• Identify and resolve customer issues efficiently, aiming for first‑call resolution.
• Educate clients on Northwest products and services and promote quality improvements.
• Document interactions accurately and comply with company policies and regulations.

Required profile

• High school diploma or equivalent; associate degree preferred.
• Customer service experience and a solid technological background.
• Ability to work evening shifts, rotating Saturdays, and meet attendance standards.
• Strong communication, listening, and problem‑solving skills.

Required skills

• Proficiency with Microsoft Office and other computer applications.
• Knowledge of debit and credit card systems and online banking platforms.
• Ability to troubleshoot online access issues and support technical products.