Contact Center Agent I

NBT Bank•Canajoharie, NY

6d•$19 - $23

About The Position

The Contact Center Agent I researches, troubleshoots, and resolves customer inquiries about deposit and loan accounts, products, and services. The role completes account and product maintenance and monetary customer transactions while delivering 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. The agent focuses on one customer support channel, responds directly to inquiries, and recognizes non-standard transactions that require escalation. The agent uses active listening and probing questions, researches information across multiple banking systems, and guides customers through basic troubleshooting. The position also requires learning new products and services in a fast-changing environment and meeting metric-driven goals. The role adheres to security measures, policies, and procedures. It requires flexible hours and Saturday work. Physical requirements include communicating effectively with internal and/or external customers, being stationary for 75% or more of the time, and moving objects weighing up to 10 pounds. NBT describes its culture as supportive and focused on wellbeing, community involvement, career development, competitive compensation, benefits, performance-based incentives, and business stability. Full-time employee benefits listed include paid time off, paid parental leave, medical, dental and vision coverage, flexible spending accounts, disability and life insurance, voluntary benefits, a 401(k) with employer matching and a pension plan, adoption assistance, tuition reimbursement, an employee assistance program, pet insurance, and financial and banking services. Applicants must be authorized to work for any U.S. employer; visa sponsorship is unavailable.

Requirements

High school diploma or GED required.
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.
Must be authorized to work for any employer in the United States; sponsorship of an employment visa is unavailable.

Nice To Haves

Associate's degree preferred.
Customer service experience preferred.

Responsibilities

Research, troubleshoot, and resolve customer inquiries through one customer support channel.
Use active listening and probing questions to gather information needed to resolve inquiries.
Provide customers with deposit and loan account, product, and service information.
Research and resolve inquiries using data across multiple banking systems.
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.
Follow security measures, policies, and procedures.
Perform other duties as assigned.

Benefits

At least 22 days of annual paid time off 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 eligible high-deductible health plan participants.
Dental and vision coverage.
Flexible spending accounts for healthcare and dependent care expenses.
Employer-paid short-term 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 pension plan.
Adoption assistance.
Tuition reimbursement.
Employee Assistance Program (EAP).
Pet insurance.
Financial and banking services benefits and financial planning assistance.
For part-time employees working 20 or more hours weekly: medical coverage, dental and vision coverage, voluntary benefits, and six weeks of paid parental leave.
For all part-time employees: retirement plans subject to the stated eligibility conditions, paid sick and safe leave, Employee Assistance Program, and financial and banking services benefits.