Retail Channel Specialist

NBT; City of Utica (NY); On-site; USD 34,000 - 46,000; Full time

Benefits offered by this job

Paid Time Off

Medical Coverage

Dental & Vision

401(k) Match

Parental Leave

Tuition Reimbursement

Job summary

NBT is seeking a Customer Service Specialist to support the Retail division with complex procedural guidance and expert problem solving. You will coach peers and help branch personnel deliver prompt, accurate guidance across communication channels.

Ideal candidates have 3 years in customer service/retail banking and a 4-year business-related degree or equivalent banking experience. A strong understanding of bank policies and cross-department collaboration is essential.

Qualifications

• Three years' experience in customer service, retail banking and/or financial operations support.
• Four-year degree in business related field or equivalent banking experience preferred.

Responsibilities

• 50% - Assist Retail team members with problem resolution and advanced operational support to enhance the customer experience. Ability to analyze/understand situations and recommend a solution in a timely manner.
• 25% - Maintain understanding of bank policies and procedures and delivery channels in a fast-paced environment; expert at navigating internal resources and achieving full resolution.
• 20% - Collaborate with Retail partners to identify and implement resources to support retail banking initiatives.
• 5% - Other duties as assigned.

Skills

Communication skills

Product knowledge

Problem solving

Bank policies

Interdepartmental knowledge

Education

Four-year degree in business related field or equivalent banking experience

Job description

Pay Range: $24.90 - $33.18

Supports Retail division to deliver an exceptional customer experience. Serves as an expert to support branch personnel with complex procedural and service requirements through verbal and written communication channels. Displays positive attitude and effective communication skills to provide prompt and accurate guidance.

Education and Experience:

• Three years' experience in customer service, retail banking and/or financial operations support.
• Four-year degree in business related field or equivalent banking experience preferred.

Skills and Abilities:

• Effective communication and interpersonal skills.
• In-depth knowledge and understanding of products and services.
• Job requires identifying problems and analyzing situations and/or information using a broad range of criteria and guidelines.
• Develop solutions in response to problems with varying degrees of complexity.
• Understand the roles and functions of various internal departments in addition to bank policy and procedures.

Tasks Performed:

• 50% - Assist Retail team members with problem resolution and advanced operational support to enhance the customer experience. Ability to analyze/understand situations and recommend a solution in a timely manner. Effectively communicate and provide peer-coaching to assist with self-serve resolutions to strengthen Retail team members' knowledge and capabilities.
• 25% - Maintain a consistent understanding of bank policies and procedures and delivery channels in an ever-changing, fast-paced environment. Must be an expert at understanding and navigating internal resources and be a champion to attain a full resolution.
• 20% - Collaborate with Retail partners to identify and implement resources to support the initiatives of the retail banking division.
• 5% - Other duties as assigned.

Physical Requirements:

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

NBT recognizes and rewards your contributions with competitive compensation, comprehensive benefits and performance-based incentives – ensuring you feel valued every step of the way.

Business Stability

NBT 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 future
• Paid 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.