Floating Operations Associate

NBT Bancorp; City of Norwich (NY); On-site; USD 27,000 - 36,000; Full time

Job summary

NBT Bancorp, Inc. seeks Floating Operations Associates to support our Contact Center and Operations teams. You will research, troubleshoot, and resolve inquiries about deposits and loans, while performing account maintenance and monetary transactions to ensure accurate processing and a positive customer experience.

The role emphasizes strong communication, empathy, and the ability to work in a fast-paced environment across multiple channels, with focus on compliance and quality service.

Qualifications

• High School Diploma or GED required.
• Associate's degree preferred.
• Professional or customer service experience preferred.

Responsibilities

• Process monetary and non-monetary tasks, including account maintenance, verifications, reconciliations, and complex transactions.
• Resolve consumer inquiries via one channel, providing account, product, or service information and guiding basic troubleshooting steps.
• Maintain compliance with laws, policies, procedures, and internal controls, supporting risk and fraud mitigation.
• Create a positive customer experience and uphold the NBT brand in interactions.
• Perform other duties as assigned.

Skills

Strong communication

Active listening

Patient empathy

Customer-focused

Fast-paced environment

Multitasking

Computer literacy

Troubleshooting

Education

High School Diploma or GED

Associate's degree preferred

Job description

Pay Range: $19.36 - $25.81

NBT Floating Operations Associates are an integral part of providing excellent customer service - both directly in our Contact Center and indirectly as part of our Operations teams. This role plays an integral part in our ability to meet peak customer demand.

When directly supporting our Contact Center customers, responsible for researching, troubleshooting, and resolving 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. NBT's 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.

When focusing on operational tasks, responsible for performing moderately complex operations duties in support of department objectives. Requiring considerable knowledge of company policies and practices, the incumbent performs data collection, verification, maintenance, and input. Analyze information and make processing decisions based on established procedures and guidelines. This role supports both monetary and non-monetary transactions, which require reconciliation. Operational activities directly impact customer accounts, bank reporting, and real time information. May prepare reports and furnish information to authorized persons within and external to the bank. Provides guidance to all levels of employees regarding policies and procedures as they pertain to operational tasks performed.

Education and Experience:

• High School Diploma or GED required
• Associate's degree preferred
• Professional or 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 Requirements & Characteristics

• Ability to deliver high-quality work in a friendly and fast paced environment
• Ability and willingness to learn new skills

Tasks Performed

• 40% - Process a variety of monetary/non-monetary tasks and/or transactions as assigned, which may include but are not limited to- account maintenance and verification, reconciliations, complex account transactions, and resolution of exception items.
• 25% - Responsible for resolving consumer customer inquiries via one customer support channel. Provide customer with account, product, or service information. Source data across multiple banking systems to research and resolve customer inquiries. Guide customers through basic troubleshooting steps. Accountable for meeting metric driven goals.
• 20% - Maintain proficient knowledge of and demonstrate ongoing compliance with all laws and regulations applicable to this position. Adhere to policies, procedures, and internal controls. Ongoing focus on risk and fraud mitigation. Complete account, product maintenance as well as complete monetary customer transactions. Ensures that all security measures, policy, and procedures are adhered to.
• 10% - 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.
• 5% - Other duties as assigned

Physical Requirements:

• Communicate effectively with internal and/or external customers
• Stationary 75% of time or greater
• Move Objects up 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

Total Rewards NBT recognizes