Floating Operations Associate

NBT Bank•Williamsville, NY

7d•$19 - $26

About The Position

NBT Floating Operations Associates support customer service in the Contact Center and operational teams, helping the organization meet peak customer demand. In the Contact Center, the role researches, troubleshoots, and resolves customer inquiries; provides deposit, loan, product, and service information; completes account and product maintenance and monetary transactions; and creates a positive customer experience while representing the NBT brand and core values. The Contact Center serves customers through channels including phone, message center, social media, and email. The associate focuses on a single support channel, resolves customer inquiries, and recognizes non-standard transactions for escalation. For operational work, the associate performs moderately complex duties requiring considerable knowledge of company policies and practices. Responsibilities include collecting, verifying, maintaining, and entering data; analyzing information and making processing decisions under established procedures and guidelines; and supporting monetary and non-monetary transactions that require reconciliation. These activities can affect customer accounts, bank reporting, and real-time information. The associate may prepare reports, provide information to authorized internal and external individuals, and guide employees at all levels on policies and procedures related to operational tasks.

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 deliver high-quality work in a friendly, fast-paced environment.
Ability and willingness to learn new skills.

Nice To Haves

Associate's degree.
Professional or customer service experience.

Responsibilities

Process assigned monetary and non-monetary tasks and transactions, including account maintenance and verification, reconciliations, complex account transactions, and exception-item resolution.
Resolve consumer customer inquiries through one customer support channel and provide account, product, or service information.
Research and resolve inquiries using data from multiple banking systems and guide customers through basic troubleshooting.
Meet metric-driven goals and defined customer satisfaction goals.
Maintain knowledge of and comply with applicable laws, regulations, policies, procedures, and internal controls.
Focus on risk and fraud mitigation and follow required security measures and procedures.
Complete account and product maintenance and monetary customer transactions.
Represent the NBT brand and uphold NBT core values while creating a positive customer experience.
Provide guidance to employees regarding policies and procedures for operational tasks.
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 a pension plan.
Adoption assistance.
Tuition reimbursement.
Employee Assistance Program (EAP).
Pet insurance.
Banking services benefits and financial planning assistance.
Medical, dental, vision, voluntary, and parental-leave benefits for eligible part-time employees working 20 or more hours per week.
Paid sick and safe leave for part-time employees.