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About the Role
As a Loan Support Specialist within the Contact Center, you will be part of a team of exceptional customer service professionals dedicated to providing outstanding service to our customers. You will support internal and external customers with all retail loan products, including mortgage, equity, consumer, indirect, and credit card. This position focuses on achieving monthly call quality performance and educating clients on products and services. A shift differential is available for this role.
Responsibilities
- Provide support to internal and external customers with a broad range of loan support questions and issues across multiple delivery channels.
- Embody a strong client experience culture, ensuring exceptional service in every interaction.
- Deliver best-in-class customer experience while achieving service levels, quality standards, and performance targets.
- Resolve complex customer service issues and recommend appropriate solutions using a first-call resolution approach.
- Support new employee training as a coach or mentor.
- Maintain strong attention to detail while completing assigned tasks.
- Work extended hours and weekends on a rotating basis.
- Ensure compliance with Northwest’s policies and procedures, and Federal/State regulations.
- Navigate Microsoft Office Software, computer applications, and department-specific software to maximize efficiency.
- Work as part of a team.
- Work with on-site equipment.
Requirements
- Ability to establish effective working relationships among team members and participate in problem-solving and decision-making.
- Ability to present and express ideas and information clearly and concisely, adapting to the audience.
- Ability to actively listen to others to achieve understanding and facilitate the open exchange of ideas.
- Ability to establish courses of action for self to accomplish goals, track work progress, and effectively manage time and information.
- Ability to make sound decisions based on perceptive and analytical processes, exercising good judgment in ambiguous situations.
Skills
- Customer service
- Loan products support
- Microsoft Office Software
- Computer applications
- Department-specific software
Location
- NY Region
Work Type
- Onsite
Experience Level
- 2-3 Years Internal/External customer service experience preferred
- 2-3 Years Bank or financial services experience preferred
Education Level
- High School Diploma, Associate's Degree, or equivalent preferred
Salary/Compensations
- $16.00 to $17.50 per hour
Benefits
- Shift differentials are provided for hours worked outside of standard office operations.
- Benefits are also available.
About the Company
- Northwest is an equal opportunity employer.
- We are committed to creating an inclusive environment for all employees.
Equal Opportunity
- Northwest is an equal opportunity employer.
- We are committed to creating an inclusive environment for all employees.