Banking Support Agent I Flexible Hours

NBT Bancorp Inc.; New York (NY); On-site; USD 25,000 - 31,000; Full time

Job summary

NBT Bancorp Inc. is seeking a Contact Center Agent I in New York to research, troubleshoot, and resolve customer inquiries across deposit and loan accounts, providing product and service information.

You will complete account maintenance and monetary transactions while delivering a positive customer experience and upholding the NBT brand. The role involves supporting inquiries via phone, messaging, social media, and email, focusing on one channel at a time, and escalating non-standard

Qualifications

• High School Diploma or GED required
• Associate's degree preferred
• Customer service experience preferred

Responsibilities

• Resolve consumer customer inquiries via one customer support channel using active listening and probing questions to collect information needed to resolve inquiries.
• Provide customers with account, product or service information and research data across multiple banking systems to resolve inquiries.
• Guide customers through basic troubleshooting steps and learn new products and services in a fast-changing environment.
• Aim to meet defined customer satisfaction metrics on surveys and uphold the NBT brand and values.
• Complete account and product maintenance as well as monetary customer transactions.
• Ensure adherence to security measures, policies and procedures.
• Must be able to work flexible hours, including Saturdays.

Skills

Strong communication skills

Active listening

Empathetic attitude

Customer service orientation

Multitasking

Ability to work quickly and accurately

Computer literacy

Troubleshooting basics

Education

High School Diploma or GED

Associate's degree preferred

Customer service experience preferred

Job description

NBT Bancorp Inc. is seeking a Contact Center Agent I in New York to research, troubleshoot, and resolve customer inquiries across deposit and loan accounts, providing product and service information.

You will complete account maintenance and monetary transactions while delivering a positive customer experience and upholding the NBT brand. The role involves supporting inquiries via phone, messaging, social media, and email, focusing on one channel at a time, and escalating non-standard