Floating Operations Associate

NBT Bancorp•Norwich, NY

About The Position

NBT Floating Operations Associates help provide customer service through both the Contact Center and Operations teams, supporting peak customer demand. In the Contact Center, the associate researches, troubleshoots, and resolves customer inquiries through an assigned support channel, provides information about deposit and loan accounts and products or services, performs account and product maintenance and monetary transactions, and escalates non-standard transactions. Contact Center channels include phone, message center, social media, and email. When performing operational work, the associate handles moderately complex duties requiring knowledge of company policies and practices. Tasks include collecting, verifying, maintaining, and entering data; analyzing information and making processing decisions under established procedures; processing monetary and non-monetary transactions requiring reconciliation; and preparing reports or providing information to authorized recipients. The work can directly affect customer accounts, bank reporting, and real-time information. The associate also provides guidance to employees on policies and procedures related to assigned operational tasks. The role requires a high school diploma or GED. An associate's degree and professional or customer service experience are preferred. The position requires effective communication and active listening, a patient and empathetic approach, customer-support motivation, computer literacy, basic troubleshooting skills, and the ability to learn and work quickly and accurately in a fast-paced environment while multitasking. Physical requirements include communicating effectively with internal or external customers, being stationary for 75% or more of the time, and moving objects up to 10 pounds. NBT describes a supportive culture with opportunities for career development, community involvement, and flexible work arrangements. Benefits vary by employment status. Full-time benefits include at least 22 days of paid time off annually (prorated in the year of hire), six weeks of paid parental leave at 100% of salary, medical coverage with employer HSA contributions for eligible high-deductible plan participants, dental and vision coverage, flexible spending accounts, employer-paid short- and long-term disability coverage, basic life insurance, voluntary benefits, a 401(k) with employer matching, an optional Roth 401(k), a pension plan, adoption assistance, tuition reimbursement, an employee assistance program, pet insurance, and financial and banking services benefits. Part-time benefit offerings are also described in the posting.

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 while multitasking.
Computer literacy.
Basic troubleshooting skills.
Ability to deliver high-quality work in a friendly, fast-paced environment.
Ability and willingness to learn new skills.
Applicants must be authorized to work for any employer in the United States; the employer is unable to sponsor or assume sponsorship of an employment visa.

Nice To Haves

Associate's degree.
Professional or customer service experience.

Responsibilities

Process assigned monetary and non-monetary tasks or transactions, including account maintenance and verification, reconciliations, complex account transactions, and resolution of exception items.
Resolve customer inquiries through one customer support channel; provide account, product, or service information; research issues using multiple banking systems; and guide customers through basic troubleshooting.
Meet metric-driven goals for customer support.
Maintain knowledge of and comply with applicable laws, regulations, policies, procedures, and internal controls, with ongoing attention to risk and fraud mitigation.
Perform account and product maintenance and monetary customer transactions while adhering to security measures, policies, and procedures.
Create a positive customer experience and achieve defined customer satisfaction survey goals.
Represent the NBT brand and uphold NBT core values.
Provide guidance to employees regarding policies and procedures for operational tasks.
Prepare reports and provide information to authorized persons within or outside the bank, as applicable.
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-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) plan with employer matching, optional Roth 401(k), and pension plan.
Adoption assistance.
Tuition reimbursement.
Employee Assistance Program.
Pet insurance.
Banking services benefits and financial planning assistance.
Part-time employees working 20 or more hours per week: medical coverage with HSA contributions for eligible high-deductible plan participants, dental and vision coverage, voluntary benefits, and six weeks of paid parental leave.
All part-time employees: paid sick and safe leave, Employee Assistance Program, financial and banking services benefits, and access to retirement plans subject to the stated eligibility conditions.
Wellness initiatives and flexible work arrangements.