Operations Team Lead: Escalations, Training & Process Enablement

NBT Bank; City of Norwich (NY); On-site; USD 32,000 - 41,000; Full time

Benefits offered by this job

Generous paid time off (PTO)

Parental leave

Comprehensive medical coverage

Dental and vision coverage

401(k) with employer matching

Tuition reimbursement

Employee assistance program (EAP)

Pet insurance

Job summary

NBT Bank is seeking an Operations Associate to support the Operations area in handling escalated customer issues and assisting with complex problem resolution. The role includes training staff and helping refine departmental procedures to improve efficiency and service quality.

Qualifications include an Associates Degree or equivalent business experience, two years in related functions, strong banking knowledge, and solid communication skills.

Qualifications

• Associates Degree and/or equivalent business experience.
• Two years experience related to the department’s primary function(s).
• Strong accounting principles and organizational skills, knowledge of bank products, and good communication.

Responsibilities

• 50% Assist other department staff by handling escalated customer issues, answering questions, and assisting with complex problem resolution.
• 25% Perform the duties related to the department’s functions, e.g., Call Center questions on products and services; resolve complaints and processing errors; handle monetary and non-monetary transactions; input data and balance daily work; respond to inquiries.
• 10% Assist with the training of department staff.
• 5% Assist with the continued development of department procedures.
• 5% May assist with the administrative duties of the supervisor and direct daily activity in the supervisor's absence.
• 5% Other duties as assigned.

Skills

Accounting principles

Organizational skills

Basic banking practices

Knowledge of bank products

Communication & interpersonal skills

Windows PC skills

Education

Associates Degree or equivalent business experience

Tools

Word

Excel

Job description

NBT Bank is seeking an Operations Associate to support the Operations area in handling escalated customer issues and assisting with complex problem resolution. The role includes training staff and helping refine departmental procedures to improve efficiency and service quality.

Qualifications include an Associates Degree or equivalent business experience, two years in related functions, strong banking knowledge, and solid communication skills.