Contact Center Agent I

NBT Bancorp•Canajoharie, NY

About The Position

The Contact Center Agent I researches, troubleshoots, and resolves customer inquiries about deposit and loan accounts, products, and services. The role performs account and product maintenance and monetary customer transactions while creating a positive customer experience and representing the NBT brand and core values. The Contact Center serves customers through phone, message center, social media, email, and other channels. This position focuses on a single customer support channel, resolves inquiries directly, and recognizes non-standard transactions that need escalation. The agent uses active listening and probing questions to gather information, researches issues across multiple banking systems, and guides customers through basic troubleshooting. The role requires learning new products and services in a fast-changing environment, meeting metric-driven goals and customer satisfaction targets, and following security measures, policies, and procedures. Flexible hours and Saturday work are required.

Requirements

High school diploma or GED.
Strong written and verbal communication skills.
Strong active listening skills.
Patient, empathetic attitude and passion for supporting customers.
Ability to work and learn in a fast-paced environment.
Ability to work quickly and accurately.
Ability to multitask.
Computer literacy.
Basic troubleshooting skills.
Ability to work flexible hours, including Saturdays.
Ability to communicate effectively with internal and/or external customers.
Ability to remain stationary for 75% or greater of the time and move objects weighing up to 10 lbs.

Nice To Haves

Associate's degree.
Customer service experience.

Responsibilities

Research, troubleshoot, and resolve consumer customer inquiries through one customer support channel.
Use active listening and probing questions to collect information needed to resolve customer inquiries.
Provide information about accounts, products, and services.
Research customer inquiries across multiple banking systems and guide customers through basic troubleshooting steps.
Learn new products and services in a fast-changing environment and meet metric-driven goals.
Create a positive customer experience and achieve defined customer satisfaction survey goals.
Represent the NBT brand and uphold NBT core values.
Complete account and product maintenance and monetary customer transactions.
Recognize non-standard transactions and escalate them.
Adhere to security measures, policies, and procedures.
Perform other duties as assigned.

Benefits

At least 22 days of paid time off annually for full-time employees, prorated in the year of hire.
Six weeks of paid parental leave at 100% of salary.
Medical coverage, including employer HSA contributions for High Deductible Health Plan participants.
Dental and vision coverage.
Flexible spending accounts for healthcare and dependent care expenses.
Employer-paid short- and long-term disability coverage, with an option to purchase additional long-term coverage.
Employer-paid basic life insurance, with an option to purchase supplemental coverage.
Voluntary hospital, accident, and critical illness coverage.
401(k) with employer matching, optional Roth 401(k), and a pension plan.
Adoption assistance.
Tuition reimbursement.
Employee Assistance Program (EAP).
Pet insurance.
Banking services benefits and financial planning assistance.
Medical coverage, dental and vision coverage, voluntary benefits, and six weeks of paid parental leave for part-time employees working 20 or more hours per week.
Retirement plans, including 401(k) with employer matching, optional Roth 401(k), and a pension for employees working at least 1,000 hours in a calendar year.
Paid sick and safe leave for all part-time employees.