Contact Center Agent III

NBT Bank•Scranton, PA

2d•$23 - $30•Onsite

About The Position

Responsible for resolving both internal and external complex customer inquiries via multiple customer support channels. Performs advanced problem solving and troubleshooting assistance on various customer software applications. Analyze customer request and customer behavior for risk, makes independent decisions and provide risk appropriate solutions to customers across multiple subject matters. Develop and facilitate contact center training including but not limited to classroom or remote instructions. Complete account, product maintenance as well as complete high-risk monetary customer transactions. Responsible for creating a positive customer experience and representing the NBT brand and core values. The Contact Center supports customer inquiries through phone, message center, social media, e-mail, and other channels. The incumbent will support varied and complex customer inquiries through all channels. Supports consumer with all products. Effective customer service requires advanced knowledge of banking products and services required: loans, deposits, online & mobile banking, debit cards, and more. Ability to quickly assess complex situations, de-escalate, and identify alternative solutions is required. Advanced trouble shooting skills, awareness of frauds & red flags, and overall banking knowledge is necessary to make independent decisions and resolve customer concerns.

Requirements

Associates degree and 3 years’ experience required, or equivalent combination of education and experience.
Advanced knowledge of banking products and services (loans, deposits, online & mobile banking, debit cards, etc.).
Ability to quickly assess complex situations, de-escalate, and identify alternative solutions.
Advanced troubleshooting skills.
Awareness of frauds & red flags.
Overall banking knowledge.
Strong Communication skills, both written and verbal.
Great active listening skills.
A patient, empathic attitude.
A passion to support Customers.
Ability to work and learn in a fast-paced environment.
Ability to work quickly and accurately.
Ability to multitask.
Problem-solving skills.
Attention to detail.
Knowledge of fraud types, trending, and red flags.
Aptitude and capacity to train.
De-escalation skills.
Advanced knowledge of contact center applications and topics.
Analytical skills.
Must be able to work flexible hours 7am-7pm.
Driver’s license required.
Must be able to travel (drive) to multiple work locations.
Requires Saturday hours.
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or assume sponsorship of an employment Visa at this time.

Nice To Haves

Bachelor’s degree preferred.
Customer service or technical support experience preferred.

Responsibilities

Resolving both internal and external complex customer inquiries via multiple customer support channels.
Performing advanced problem solving and troubleshooting assistance on various customer software applications.
Analyzing customer requests and customer behavior for risk, making independent decisions and providing risk-appropriate solutions to customers across multiple subject matters.
Developing and facilitating contact center training, including classroom or remote instruction.
Completing account and product maintenance, as well as high-risk monetary customer transactions.
Creating a positive customer experience and achieving defined satisfaction goals on customer satisfaction surveys.
Representing the NBT Brand and upholding NBT core values.
Ensuring that all security measures, policies, and procedures are adhered to.
Acting as a peer mentor.
Meeting metric-driven goals.

Benefits

Generous Paid Time Off: At least 22 days annually, prorated in the year of hire.
Parental Leave: Six weeks of paid leave at 100% of your salary.
Comprehensive Medical Coverage: Includes employer contributions to HSA for High Deductible Health Plan participants.
Dental and Vision Coverage: Ensuring your overall health and well-being.
Flexible Spending Accounts: For healthcare and dependent care expenses.
Employer-Paid Disability Coverage: Both short-term and long-term, with an option to purchase additional long-term coverage.
Life Insurance: Employer-paid basic life insurance, with an option to purchase supplemental coverage.
Voluntary Benefits: Including hospital, accident, and critical illness coverage.
Retirement Plans: Benefit from a 401(k) plan with employer matching, an optional Roth 401(k), and a pension plan to help secure your future.
Adoption Assistance: Supporting your growing family.
Tuition Reimbursement: Invest in your education and career growth.
Employee Assistance Program (EAP): Access to support and resources.
Pet Insurance: For all your furry friends.
Financial and Banking Services: Various banking services benefits and financial planning assistance.
Paid Sick and Safe Leave: For your health and safety.