Northwest Bank
Regional community bank serving local residents
Contact Center Specialist 1
About the job
- 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, orally or in writing, in a manner appropriate to the audience.
- Ability to actively listen to achieve understanding, share information, and facilitate the open exchange of ideas and information.
- Ability to establish courses of action to accomplish specific goals, 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 exercise sound judgment in gray areas.
- Knowledge of Northwest products and services.
- Knowledge of computer, mobile application, and bill payment systems.
- Knowledge and proficiency with debit and credit card systems.
- Knowledge of Northwest’s automated system.
- Provide quality and efficient customer service to clients using multiple customer databases and provide technical assistance as required.
- Achieve monthly call quality performance while educating clients about products and services.
- Work evening shifts and Saturday hours on a rotating basis.
- Meet productivity standards and complete work in a timely manner.
- Comply with scheduling requirements and attendance standards.
- Maintain client and Northwest confidentiality.
- Meet service-level standards and Contact Center performance standards.
- Serve as a Contact Center orientation trainer.
- Identify and resolve customer problems efficiently.
- Gather and analyze information and develop alternative solutions.
- Manage difficult or emotional customer situations.
- Respond promptly to customer needs and meet commitments.
- Educate clients on the benefits of Northwest products and services.
- Use established call policies, procedures, and scripts appropriately.
- Support Northwest technical products and services.
- Troubleshoot online access issues.
- Make outbound calls as delivered and instructed.
- Document results as instructed.
- Comply 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.
- Work with on-site equipment.
- A high school diploma or equivalent is preferred.
- An associate degree in a related subject is preferred.
- Customer service experience is preferred.
- A good technological background is preferred.
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
- Northwest reported record Q2 2026 net income of $54 million and 3.75% margin.
- The bank opened New Albany in July 2026 and plans four Central Ohio locations.
- Dublin approved $460,000 incentives on August 24, 2026, supporting the headquarters relocation.
What critics are saying
- The 2029 Dublin build and 15-year lease lock capital before revenue arrives.
- Central Ohio expansion faces Huntington and JPMorgan; branch openings through Q1 2027 intensify churn.
- Fintechs and big banks can steal deposits faster than Northwest’s slower branch-led model, threatening relevance.
What makes Northwest Bank unique
- Northwest’s 1896 heritage and 152-center footprint still beat pure digital banks on local trust.
- Its 2026 New Albany branch uses hospitality-style layouts and self-service tools to deepen relationships.
- The 2029 Dublin headquarters will combine branches, wealth, and corporate functions in one campus.
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Company News
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
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.
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."
Northwest Bank plans to relocate Columbus-area headquarters to Dublin. Posted: Aug 18, 2026 / 11:00 AM EDT Updated: Aug 17, 2026 / 04:04 PM EDT DUBLIN, Ohio (WCMH) - Northwest Bank is planning to move most of its Columbus-area operations and more than double its local workforce in Dublin over the next decade, according to a proposed economic development agreement first read at Dublin City Council's Aug. 10 meeting. The Columbus-headquartered bank plans to relocate 120 employees to a new Dublin office and grow to 300 employees in the city by 2034, according to a memo to council from Jeremiah Gracia, Dublin's economic development director. Gracia said Northwest selected Dublin after a nationwide search that included other office options in the Columbus market. See the latest headlines from NBC4 in the video player above. "Northwest Bank's decision to invest and locate in Dublin reflects the city's strong business-friendly culture and commitment to building economic growth and momentum," Gracia wrote in the memo. "We are pleased to welcome them to our corporate community and are confident that their values and business excellence will contribute to Dublin's reputation as an exceptional city to live and work." The proposed incentive would let Northwest keep a share of the new income tax revenue its Dublin jobs generate, rather than that money going entirely to the city. Under the agreement, Dublin would return 15% of the income tax withheld from Northwest's new employees back to the company each year for five years, from 2031 through 2035, up to a total of $460,000. "We are looking at a real estate opportunity in Dublin to support our anticipated long-term growth, as we continue to invest in Columbus as a key growth market," a bank spokesperson told NBC4. "However, we are limited in what we can share while the formal review and approval process plays out." The proposed agreement also includes a $50,000 location grant, which Northwest would receive after providing proof of a 15-year lease and obtaining an occupancy permit from the city. Dublin City Council is expected to vote on the agreement Aug. 24. Northwest Bank was founded in Bradford, Pennsylvania, in 1896 and is now headquartered in Columbus. The bank operates 152 full-service financial centers and 11 drive-up locations across Ohio, Pennsylvania, New York and Indiana. The planned Dublin office comes as Northwest expands its retail presence across central Ohio, having opened its first regional financial center in New Albany in July, with additional locations planned in Columbus, Gahanna and Westerville. The bank has said the retail expansion is expected to create 30 to 40 full-time jobs, separate from the headquarters relocation, and has added senior leadership and other corporate positions in Columbus as it grows. The move would add another sizable corporate employer to Dublin's Bridge Street District, where office development has picked up in recent months. The city approved a final development plan in July for Bridge North, a mixed-use project along Riverside Drive that includes about 75,000 square feet of office space, and construction is underway nearby on J Block at Bridge Park, which will include more than 100,000 square feet of Class A office space. Cenovus Energy is expected to anchor that building as part of its planned 2027 relocation to Bridge Park. The memo does not specify where in Dublin Northwest's new office will be located.
Daisy Willow Early Learning update: one step closer to blooming. Posted on August 5, 2026 In partnership with Northwest Bank, ASSETS is building opportunities for entrepreneurs in Central PA, brick by brick. As Assets PA count down to this year's Great Social Enterprise Pitch, Assets PA is checking in with entrepreneurs who previously participated in ASSETS' Idea Incubator to see where their journeys have taken them. Daisy Willow Early Learning was a finalist, competing in the 2025 Great Social Enterprise Pitch. Launching a childcare center takes more than a vision. It takes persistence, patience, and willingness to keep moving forward even when progress isn't always visible. Finding the Right Home Over the past year, Daisy Willow Early Learning founder Colleen Herko has continued working toward her dream of creating a child-centered early learning environment for Lancaster families. While finding the right location has proven to be the biggest hurdle, every step has brought her closer to making that vision a reality. After months of searching, Colleen is hopeful she has finally found the space where Daisy Willow can take root and grow. Continuing the Mission In the meantime, she hasn't stopped doing what she loves most. This summer, Colleen hosted a popular toddler camp that gave families a glimpse of the engaging, relationship-centered programming she plans to offer year-round. The experience also allowed her to continue refining her curriculum while building connections with local families. Looking Ahead The past year has been one of progress and perseverance. Every challenge has strengthened Colleen's resolve and brought her one step closer to building the early learning center she has envisioned from the beginning. Assets PA is excited to continue cheering on Daisy Willow Early Learning as Colleen moves toward this next chapter, and Assets PA look forward to sharing more updates as her vision continues to blossom. Read Colleen's original entrepreneur story to learn more about the vision behind Daisy Willow Early Learning. To follow Daisy Willow Early Learning's journey, connect with them on Facebook and Instagram.