Contact Center Specialist I - Erie, PA

Location: Erie, Pennsylvania, United States; full-time on-site role

Company

hirify.global is a banking organization providing financial products and services to clients.

What you will do

• Provide efficient customer service and resolve inquiries using a first-call resolution approach.
• Identify and troubleshoot customer problems, including online access, mobile app, bill pay, debit card, and credit card issues.
• Educate clients on Northwest products and services and provide technical assistance.
• Document call outcomes, make assigned outbound calls, and follow scripts, policies, and procedures.
• Meet productivity, service-level, call-quality, attendance, and compliance standards.
• Work with on-site equipment and collaborate with the contact center team.

Requirements

• High school diploma or equivalent preferred.
• Associate degree in a related subject preferred.
• Customer service experience preferred.
• Good technological background and ability to navigate Microsoft Office and department-specific software.
• Strong listening, communication, analytical, decision-making, and problem-solving skills.
• Availability for rotating evening shifts and Saturday hours; the contact center operates Monday through Friday from 8:00 AM to 8:00 PM and Saturday from 9:00 AM to 1:00 PM.

Culture & Benefits

• Receive 4–6 weeks of personalized training and hands-on support from experienced leaders.
• Work in ergonomic, wellness-focused spaces.
• Access opportunities for career progression, with many supervisors beginning in this role.
• Receive a shift differential for hours worked after 5:00 PM.
• The contact center is closed on regular bank holidays.