Operations Team Leader

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

Pay Range: $22.61 - $30.15Under general supervision, will perform various duties related to the Operations area. Assists the other department staff by handling escalated customer issues and assisting with complex problem resolution. Assists with the training of staff and the continued development of department procedures. May be required to direct the daily activity of the department and assist with the administrative duties of the supervisor.Education and Experience:Associates Degree and/or equivalent business experienceTwo years experience related to the department’s primary function(s)Skills and Abilities:Accounting principles, organizational skills, basic banking practices, knowledge of bank products.Strong communication and interpersonal skills.PC skills in a Windows environment to include Word/Excel.Must have a positive attitude and willingness to work in a team environment.Unique Job Characteristics and Requirements:Hours may be different than 8:00 am to 5:00 pm depending on department need.Tasks Performed: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. ie. Call Center - Address a wide range of questions regarding products and services from incoming customers. Resolve customer complaints, problems, and errors in a timely and complete manner. ie. Operations, Exception Processing, and Mortgage Servicing - Process monetary & non-monetary transactions accurately and efficiently. Perform data input functions as assigned. Balance daily work related to applications, and prepare required regulatory reporting. Respond to customer and branch 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 the daily activity of the department in the absence of the supervisor.5% Other duties as assigned.Physical Requirements:Communicate effectively with internal and/or external customersStationary 75% of time or greaterMove Objects to Maximum 10 lbsWhy Work at NBTAt 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.WellbeingAt 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 InvolvementNBT 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.CultureNBT 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 DevelopmentWhether 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 RewardsNBT recognizes and rewards your contributions with competitive compensation, comprehensive benefits and performance-based incentives – ensuring you feel valued every step of the way.Business StabilityNBT 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 futurePaid 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.