Contact Center Agent I

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

Job summary

A leading bank is seeking a Contact Center Agent I to provide exceptional customer service. The role involves resolving inquiries, maintaining accounts, and ensuring a positive experience for customers through various support channels. Applicants should possess strong communication skills and a high school diploma. Full-time employees enjoy comprehensive benefits including paid time off, medical coverage, and retirement plans.

Benefits

Paid Time Off

Parental Leave

Medical, Dental, and Vision coverage

Retirement Plans including 401(k) with employer matching

Tuition Reimbursement

Qualifications

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

Responsibilities

• Resolve customer inquiries via support channels.
• Create positive customer experiences and achieve satisfaction goals.
• Complete account and product maintenance.

Skills

Communication

Active Listening

Patience

Empathy

Multitasking

Computer Literacy

Troubleshooting

Education

High School Diploma

Associates Degree

Job description

Join to apply for the Contact Center Agent I 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 with information regarding their deposit and loan accounts, as well as product or service information. Complete account and product maintenance, as well as 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, email, 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
• Active listening skills
• Patience and empathy
• Passion to support customers
• Ability to work and learn in a fast-paced environment
• Ability to work quickly and accurately
• Multitasking skills
• Computer literacy
• Basic troubleshooting skills

Job Characteristics and Requirements:

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

Tasks Performed:

1. Resolve customer inquiries via support channels, using active listening and probing questions; source data across banking systems; guide customers through troubleshooting; learn new products and services; meet metric goals.
2. Create positive customer experiences and achieve satisfaction goals; uphold NBT core values.
3. Complete account and product maintenance, as well as monetary transactions.
4. Ensure security measures, policies, and procedures are followed.
5. Perform other duties as assigned.

Physical Requirements:

• Effective communication with internal and external customers
• Stationary 75% of the time or more
• Move objects up to 10 lbs

Benefits for Full-Time Employees:

• Paid Time Off: At least 22 days annually
• Parental Leave: Six weeks paid at 100%
• Medical, Dental, and Vision coverage
• Flexible Spending Accounts
• Disability and Life Insurance
• Voluntary Benefits
• Retirement Plans including 401(k) with employer matching
• Adoption Assistance
• Tuition Reimbursement
• Employee Assistance Program (EAP)
• Financial and Banking Services

Benefits for Part-Time Employees (20+ hours/week):

• Medical coverage with HSA contributions
• Paid parental leave

Additional Benefits for All Part-Time Employees:

• Retirement Plans with employer matching
• Paid Sick and Safe Leave
• Employee Assistance Program (EAP)
• Financial and banking services

Applicants must be authorized to work in the U.S. without sponsorship.