Retail Support & Solutions 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

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.