Contact Center Agent I

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

Pay Range: $18.50 - $22.58

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 elevate.

Education and Experience:

• High School Diploma or GED required
• Associate's 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 a Maximum of 10 lbs

Why Work at NBT

At NBT we empower people to grow, innovate, and thrive through meaningful work, a supportive culture and opportunities to make a real impact in your community – because your success drives our success.

Wellbeing

At NBT, we value and support your wellbeing by offering generous time-off policies, wellness initiatives and flexible work arrangements, so you can thrive both personally and professionally.

Community Involvement

NBT believes community involvement fosters our success and the success of those around us. Through volunteer service and charitable partnerships, we empower our employees to make a positive impact beyond the workplace.

Culture

NBT believes in creating a workplace where every voice matters and every team member feels empowered to contribute. With supportive leadership, we foster an environment where employees are connected, inspired, and valued.

Career Development

Whether you’re just starting your career or serve in a senior leadership role, your growth and development are our priority. NBT provides a wide variety of development programs and tools for you to reach your full potential.

Total Rewards

NBT recognizes and rewards your contributions with competitive compensation, comprehensive benefits and performance-based incentives – ensuring you feel valued every step of the way.

Business Stability

NBT has built a reputation as a stable financial institution by growing our people and our business, evolving our processes and managing risk. We've weathered the market's ups and downs for over 165 years, all while charting a well-defined growth plan.

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.
• Pet Insurance : For all your furry friends.
• Financial and Banking Services : Various banking services 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.
• Dental and Vision Coverage : Ensuring your overall health and well-being.
• Voluntary Benefits : Including hospital, accident, and critical illness coverage.
• 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 banking services 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.