Floating Operations Associate - Bank Support & CX

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

Job summary

NBT Bank is seeking a Floating Operations Associate to support our Contact Center and Operations teams. You will research, troubleshoot, and resolve customer inquiries about deposits, loans, and services while processing transactions and maintaining accurate records.

The role emphasizes delivering a positive customer experience, adhering to policies, and supporting bank operations with timely, accurate data across channels.

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 and reconciliations.
• Resolve consumer inquiries via one customer support channel and provide account/service information.
• Research data across multiple banking systems to resolve inquiries and ensure accuracy.
• Guide customers through basic troubleshooting steps.
• Meet metric-driven goals and uphold policies and procedures.

Skills

Communication skills

Active listening

Empathy

Customer focus

Fast-paced work

Accuracy

Multitasking

Computer literacy

Troubleshooting

Education

High School Diploma or GED

Associate's degree

Job description

NBT Bank is seeking a Floating Operations Associate to support our Contact Center and Operations teams. You will research, troubleshoot, and resolve customer inquiries about deposits, loans, and services while processing transactions and maintaining accurate records.

The role emphasizes delivering a positive customer experience, adhering to policies, and supporting bank operations with timely, accurate data across channels.