Contact Center Agent

NBT Bank; New York (NY); On-site; Full time

Job summary

A leading bank is seeking a Contact Center Agent to provide exceptional customer service. This role involves resolving inquiries, maintaining accounts, and ensuring customer satisfaction. Applicants should possess strong communication skills and the ability to multitask effectively in a fast-paced environment.

Benefits

Generous Paid Time Off

Parental Leave

Comprehensive Medical Coverage

Dental and Vision Coverage

Flexible Spending Accounts

Employer-Paid Disability Coverage

Life Insurance

Retirement Plans

Tuition Reimbursement

Employee Assistance Program

Qualifications

• High School Diploma or GED required.
• Customer service experience preferred.

Responsibilities

• Resolve customer inquiries via one support channel.
• Create a positive customer experience.
• Complete account and monetary transactions.

Skills

Communication

Active Listening

Empathy

Multitasking

Computer Literacy

Troubleshooting

Education

High School Diploma or GED

Associates Degree

Job description

Join to apply for the Contact Center Agent role at NBT Bank.

Pay Range: $17.50 - $21.53

The Contact Center Agent I is responsible for researching, troubleshooting, and resolving customer inquiries. Provide customers information regarding their deposit and loan accounts, as well as product or service information. Complete account, product maintenance as well as complete 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. Focusing on a single customer support channel, the incumbent will satisfy customer inquiries directly and recognize non-standard transactions to escalate.

Education and Experience:

• High School Diploma or GED required
• Associates Degree preferred
• Customer service experience preferred

Skills and Abilities:

• 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 fast paced environment
• Ability to work quickly and accurately
• Ability to multitask
• Computer Literacy
• Basic Trouble shooting skills

Unique Job Characteristics and Requirements:

• Must be able to work flexible hours
• Requires Saturday hours

Tasks Performed:

• 55% Responsible for resolving consumer customer inquiries via one customer support channel. Use active listening skills, ask probing questions to collect information needed to resolve customer inquiries. Provide customer with account, product or service information. Source data across multiple banking systems in order to research and resolve customer inquiries. Guide customers through basic troubleshooting steps. Responsible for learning new products, and services in a fast-changing environment. Accountable for meeting metric driven goals.
• 20% Responsible for creating a positive customer experience and achieving defined satisfaction goals on customer satisfaction surveys. Represent the NBT Brand and uphold NBT core values.
• 10% Complete account, product maintenance as well as complete monetary customer transactions.
• 10% Ensures that all security measures, policy and procedures are adhered to.
• 5% Other duties as assigned.

Physical Requirements:

• Communicate effectively with internal and/or external customers
• Stationary 75% of time or greater
• Move Objects to Maximum 10 lbs

Benefits for Full-Time Employees:

• 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.
• Financial and Banking Services: Various benefits and financial planning assistance.

Benefits for Part-Time Employees Working 20+ Hours/Week:

• Medical Coverage: Includes employer contributions to HSA for High Deductible Health Plan participants.
• Generous Parental Leave: Six weeks of paid leave at 100% of your salary.

Benefits for All Part-Time Employees:

• Retirement Plans: Benefit from a 401(k) plan with employer matching, an optional Roth 401(k), and a pension plan for employees who work at least 1,000 hours in a calendar year, all designed to help secure your future.
• Paid Sick and Safe Leave: For your health and safety.
• Employee Assistance Program (EAP): Access to support and resources.
• Financial and Banking Services: Various benefits and financial planning assistance.

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.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other

Industries

• Banking