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Northwest Bank

Regional community bank serving local residents

Senior Contact Center Specialist

Full-Time
$18.50 - $21/hr
Junior
Associate's
Buffalo, NY, USA
In Person
Customer Experience & SupportCustomer Support

About the job

Requirements
  • Less than 2 years of banking or financial and contact center experience is preferred.
  • Good technical experience is preferred.
  • A high school diploma or equivalent is preferred.
  • An associate degree is preferred.
  • Ability to establish effective working relationships among team members and participate in solving problems and making decisions.
  • Ability to present and express ideas and information clearly and concisely in oral or written form.
  • Ability to actively listen, share information, and facilitate the open exchange of ideas and information.
  • Ability to establish courses of action, develop and use tracking systems to monitor work progress, and effectively use time and information.
  • Ability to make decisions using perceptive and analytical processes and good judgment in gray areas.
  • Ability to adapt to a quickly changing environment.
  • Knowledge of Northwest products and services.
  • Knowledge of computers, mobile applications, and bill pay systems.
  • Knowledge and proficiency with debit and credit card systems.
  • Knowledge of Northwest's automated system.
  • Technological understanding of computers and online systems.
Responsibilities
  • Meet productivity standards and complete work in a timely manner.
  • Ensure compliance with scheduling requirements and attendance standards.
  • Maintain client and Northwest confidentiality.
  • Meet service-level standards and Contact Center performance standards.
  • Prepare accurate and professional written responses to customer inquiries.
  • Perform office administration tasks.
  • Mentor new hires in the Contact Center.
  • Serve as a subject matter expert and answer peer inquiries and client escalations.
  • Back up Contact Center Supervisors as needed.
  • Identify and resolve customer problems efficiently.
  • Gather and analyze information and develop alternative solutions.
  • Manage difficult or emotional client situations.
  • Respond promptly to client needs and requests and meet commitments.
  • Educate clients about products and services and provide technical support.
  • Establish collaborative customer relationships in a fast-paced environment.
  • Resolve customer inquiries using a First Call Resolution approach.
  • Use established call processes, procedures, and scripts appropriately.
  • Troubleshoot online access issues.
  • Answer customer chat, email, and secure message requests efficiently.
  • Make outbound calls for assigned calling campaigns.
  • Document results as instructed.
  • Use cross-selling efforts for products and services with clients.
  • Provide solutions to clients based on their needs.
  • Ensure compliance with Northwest policies and procedures and federal and state regulations.
  • Navigate Microsoft Office software, computer applications, and department-specific software to maximize technology tools and efficiency.
  • Work as part of a team and with on-site equipment.
  • Complete other duties and special projects as requested by management.
Desired Qualifications
  • A high school diploma or equivalent.
  • An associate degree.
  • Less than 2 years of banking or financial and contact center experience.
  • Good technical experience.

About the company

Northwest Bank serves communities in Pennsylvania and Ohio as a regional bank offering personal and business banking, including checking and savings accounts, loans, and online and mobile banking. Customers manage money by opening accounts, applying for loans with terms based on credit and need, and using online or mobile tools to view balances, transfer funds, and pay bills with branch support and customer service. The bank differentiates itself through a long local history dating back to 1896 and a focus on community relationships, expansion (such as the 2015 Lorain National Bank acquisition), and a 2018 rebranding to update its digital presence. Its goal is to provide accessible, reliable banking and digital options that support local economies and steady growth.

Company Size

1,001-5,000

Company Stage

IPO

Headquarters

Warren, Pennsylvania

Founded

1896

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Simplify's Take

What believers are saying

  • - Q2 2026 net income hit $54 million, up sharply year over year.
  • - New Albany opened July 2026; four more Central Ohio branches follow.
  • - Partnerships with VisitErie and local nonprofits strengthen community ties and brand visibility.

What critics are saying

  • - Classified loans reached $524 million in Q2 2026, pressuring credit quality.
  • - Penns Woods integration still distorts the loan book and management attention.
  • - A failed Dublin buildout or weak Columbus hiring would undermine the headquarters strategy.

What makes Northwest Bank unique

  • - 2026 Dublin headquarters adds 75,000 square feet and 300-employee capacity by 2034.
  • - Central Ohio expansion pairs branches, wealth management, and a customer-facing financial center.
  • - Record Q2 2026 profit and 3.75% net interest margin show disciplined operating momentum.

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Benefits

Remote Work Options

Hybrid Work Options

Company News

France Media
Sep 30th, 2026
JLL negotiates new headquarters lease for Northwest Bank in Dublin, Ohio.

JLL negotiates new headquarters lease for Northwest Bank in Dublin, Ohio. September 30, 2026 DUBLIN, OHIO - JLL has negotiated a 15-year lease for 75,000 square feet of office space and 8,000 square feet of ground-floor retail space at Bridge North in Dublin. The tenant is Northwest Bank, a subsidiary of Northwest Bancshares Inc. The lease encompasses the development's entire office component, with Northwest Bank expected to relocate its corporate headquarters from Easton by the first half of 2029. Clayton Davis of JLL represented Northwest Bank, which plans to more than double its central Ohio workforce to 300 employees by the time it moves into the new headquarters. Bridge North, owned by Daimler Group, is a mixed-use development that will feature office, retail and other uses.

Nexstar Media Group
Sep 29th, 2026
New program launched promoting local minority-owned businesses.

New program launched promoting local minority-owned businesses. Posted: Sep 29, 2026 / 04:57 PM EDT Updated: Sep 29, 2026 / 05:22 PM EDT In an effort to increase the visibility and reach of minority owned businesses in Erie County, two organizations are teaming up to offer a new program. VisitErie is working with Northwest Bank on bringing a minority owned business partnership program to eligible residents. Ten businesses will have access to VisitErie's promotional platforms for a year beginning in November, supported by the bank. VisitErie said they plan to work with other local organizations, such as Erie's Black Wall Street, to help share the opportunity with potential applicants. "In today's age, it's such a fast-paced environment when customers are looking quickly when they stop in the visitor center or they visit the VisitErie page. You know, what can I do when I come to Erie? What can I see? What can I experience? To have that right in front of them, it just gives them a great advantage to be able to connect with the tourism," said Kregg Heenan, the senior vice president and district manager for Northwest Bank. For those interested, you can reach out to Janice Friedrichsmeyer, Director of Partnership, at 814-454-1000, or [email protected].

PR Newswire
Sep 10th, 2026
Northwest Bank recognized in Forbes' World's Top Performing Banks 2026.

Northwest Bank recognized in Forbes' World's Top Performing Banks 2026. Sep 10, 2026, 16:01 ET Inclusion in the global list of 500 banks highlights Northwest's strong performance, financial resilience and focus on long-term growth COLUMBUS, Ohio, Sept. 10, 2026 /PRNewswire/ - Northwest Bank, a full-service financial institution offering a complete line of business and personal banking solutions, announced it has been recognized in Forbes' World's Top Performing Banks 2026. The inaugural award recognizes 500 banks worldwide and is presented by Forbes in collaboration with Statista, a leading statistics portal and industry ranking provider. Banks are assessed across four core pillars: profitability; growth and earnings quality; capital and funding resilience; and asset quality and efficiency. Banks were segmented into six tiers based on their total assets. Northwest Bank ranked 103 out of 115 banks in the $10-$20 billion total asset category. "This recognition reflects the strength of Northwest Bank and the dedication of our team members who work every day to help our customers, businesses and communities thrive," said Louis J. Torchio, president and CEO of Northwest Bank. "We remain focused on building long-term relationships, delivering exceptional service and maintaining the financial strength necessary to support the people and businesses that rely on us." The Forbes' list follows two other major 2026 honors for Northwest Bank, including being named to TIME's America's Best Companies list and Newsweek's America's Best Regional Banks list for the third consecutive year. About Northwest Bank Headquartered in Columbus, Ohio, Northwest Bancshares, Inc. is the bank holding company of Northwest Bank. Founded in 1896, Northwest Bank is a full-service financial institution offering a complete line of business and personal banking products, as well as employee benefits and wealth management services. Currently, Northwest operates 152 full-service financial centers and 11 drive-up locations across Pennsylvania, New York, Ohio, and Indiana and provides customers fee-free access to more than 55,000 ATMs. Additional information regarding Northwest Bancshares, Inc. and Northwest Bank can be accessed online at www.northwest.bank. Forward-Looking Statements This release may contain forward-looking statements with respect to Northwest Bancshares, Inc. (the "Company") including, without limitation, statements relating to the future business plans of the Company. These forward-looking statements involve certain risks and uncertainties. Factors that may cause actual results to differ materially from those contemplated by such forward-looking statements are described in the Company's Annual Report on Form 10-K for the year ended December 31, 2025 under the section entitled "Item 1A - Risk Factors," and from time to time in other filings made by the Company with the SEC. These forward-looking statements speak only at the date of the release. The Company expressly disclaims any obligation to publicly release any updates or revisions to reflect any change in the Company's expectations with regard to any change in events, conditions or circumstances on which any such statement is based. SOURCE Northwest Bank

NBC4i
Aug 27th, 2026
Northwest Bank to bring new headquarters to Dublin.

Northwest Bank to bring new headquarters to Dublin. Posted: Aug 27, 2026 / 11:00 AM EDT Updated: Aug 27, 2026 / 09:25 AM EDT DUBLIN, Ohio (WCMH) - Northwest Bank is moving its corporate headquarters from the Easton area of Columbus to Dublin, where a new 75,000-square-foot building is expected to open in the first half of 2029. The headquarters will be located in Bridge North, a mixed-use development planned for Dublin's Bridge Street District. Northwest expects to move about 120 employees initially and grow its Dublin workforce to 300 by 2034, according to a news release. Dublin City Council approved an economic development agreement with the bank Monday, allowing Northwest to move forward with the project. Council first considered the agreement Aug. 10 and approved a final development plan for Bridge North last month. See a previous report from NBC4 in the video player above. Northwest Chief Financial Officer Doug Schosser said unlike the current Easton office, the new headquarters will place customers in the building alongside its corporate workforce. Plans call for a public financial center and wealth management services on the ground floor, with corporate offices above. "I am most excited about the fact that we'll be welcoming customers into our new headquarters as much as we'll be welcoming the entire leadership team and management group into the building," Schosser said. The bank expects the Dublin office to house functions including finance, treasury, investor relations, marketing and customer experience, along with leadership for its consumer banking operations. Schosser said Dublin's walkability, restaurants and other amenities were factors in the selection, particularly as Northwest looks to recruit employees while its corporate workforce is in the office four days per week. The move comes as Northwest expands its retail banking presence in central Ohio. Its first regional financial center opened in New Albany in July, with four more locations - near Ohio State, in Gahanna and Westerville and another in the Columbus area - planned by the second quarter of 2027. Northwest moved its headquarters from Pennsylvania to Columbus in 2021. Schosser said the latest move reflects the bank's growth in central Ohio and its desire for more space and greater control over how its headquarters is designed and operated. The company's Easton lease runs through 2031 and includes extension options, Schosser said. Northwest has not determined what will happen to that space after the Dublin headquarters opens. Under the agreement approved by Dublin, the city will provide Northwest a five-year performance incentive equal to 15% of income-tax withholdings generated by new employees from 2030 through 2034, capped at $460,000. The bank can also receive a $50,000 location grant after executing its expected 15-year lease and obtaining an occupancy permit. Schosser said the incentives were important to the overall financing but were not the primary reason Northwest chose Dublin. "The primary factor got back to what kind of environment can we create for the business, for our employees, and how can we take advantage of the growth that we've had in central Ohio," he said. Northwest Bank operates 152 full-service financial centers and 11 drive-up locations across Ohio, Pennsylvania, New York and Indiana.

ATM Marketplace
Aug 26th, 2026
Northwest Bank to open headquarters in Dublin, Ohio.

Northwest Bank to open headquarters in Dublin, Ohio. Photo: Northwest Bank August 26, 2026 Northwest Bank will open its corporate headquarters in Dublin, Ohio in a mixed-use development. It will combine offices, hospitality, retail and meeting places, according to a press release. Northwest Bank plans to move from Easton to this 75,000-square-foot building in the first half of 2029. This building will support 300 employees and will have a dedicated branch on the ground floor along with wealth management advisory services. "We are excited to become part of the Dublin community. This investment represents an important step in Northwest Bank's continued growth and transformation," Louis J. Torchio, president and chief executive officer of Northwest Bank, said in the release. "Dublin's collaborative approach to supporting businesses makes it an ideal location for Northwest Bank's future headquarters. This move supports our long-term growth strategy, strengthens our ability to attract top talent, and positions us for continued success." Dublin, Ohio will provide a a performance based incentive equal to 15% of all new employee payroll withholdings, along with a $50,000 location grant as part of an Economic Development Agreement. "Welcoming Northwest Bank to Dublin is an exciting milestone for our community and for the continued evolution of the Bridge Street District," Megan O'Callaghan, city manager, Dublin, said in the release. "This investment reflects the kind of growth we've worked to foster by partnering with developers, investing in infrastructure and creating places where businesses and people can thrive."