Retail Channel Specialist

NBT Bancorp•Portland, NY

About The Position

The Retail Channel Specialist supports the Retail division in delivering an exceptional customer experience. The specialist serves as an expert resource for branch personnel on complex procedural and service requirements, providing prompt and accurate guidance through verbal and written communication. The role requires a positive attitude, effective communication, analysis of varied situations, and the ability to recommend solutions. The specialist provides problem resolution and advanced operational support, coaches Retail team members on self-service resolutions, maintains expertise in bank policies, procedures, delivery channels, and internal resources, and collaborates with Retail partners to support division initiatives. The position also includes other duties as assigned. The stated pay range is $24.90–$33.18. NBT describes a supportive culture, opportunities for career development, community involvement, wellbeing initiatives, flexible work arrangements, competitive compensation, and performance-based incentives. Benefits are described separately for full-time and part-time employees.

Requirements

Three years of experience in customer service, retail banking, and/or financial operations support.
Effective communication and interpersonal skills.
In-depth knowledge and understanding of products and services.
Ability to identify problems and analyze situations and/or information using a broad range of criteria and guidelines.
Ability to develop solutions to problems of varying complexity.
Ability to understand the roles and functions of internal departments and bank policies and procedures.
Authorization to work for any employer in the United States; visa sponsorship is not available.

Nice To Haves

Four-year degree in a business-related field or equivalent banking experience preferred.

Responsibilities

Assist Retail team members with problem resolution and advanced operational support to enhance the customer experience.
Analyze situations and recommend timely solutions.
Communicate effectively and provide peer coaching to help Retail team members resolve issues independently and strengthen their knowledge and capabilities.
Maintain a consistent understanding of bank policies, procedures, and delivery channels in a fast-paced, changing environment.
Navigate internal resources and pursue complete resolutions.
Collaborate with Retail partners to identify and implement resources supporting Retail banking division initiatives.
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 eligible high-deductible health plan participants.
Dental and vision coverage.
Healthcare and dependent care flexible spending accounts.
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 a pension plan.
Adoption assistance.
Tuition reimbursement.
Employee Assistance Program.
Pet insurance.
Banking service benefits and financial planning assistance.
For part-time employees working 20 or more hours per week: medical, dental, and vision coverage; voluntary benefits; and paid parental leave.
For all part-time employees: 401(k) with employer matching, optional Roth 401(k), and pension plan eligibility for employees working at least 1,000 hours in a calendar year; paid sick and safe leave; Employee Assistance Program; and banking service benefits and financial planning assistance.
Wellness initiatives and flexible work arrangements.
Career development programs and tools.
Performance-based incentives.