Contact Center Agent

Pay Range

Pay Range: $18.50 - $22.58

About the role

The Contact Center Agent I is responsible for researching, troubleshooting, and resolving customer inquiries. Provide customers information regarding their deposit and loan accounts, as well as product or service information. Complete account, product maintenance as well as complete monetary customer transactions. Responsible for creating a positive customer experience and representing the NBT brand and core values.

Tasks Performed

• 55% Responsible for resolving consumer customer inquiries via one customer support channel. Use active listening skills, ask probing questions to collect information needed to resolve customer inquiries. Provide customer with account, product or service information. Source data across multiple banking systems in order to research and resolve customer inquiries. Guide customers through basic troubleshooting steps
• 20% Responsible for creating a positive customer experience and achieving defined satisfaction goals on customer satisfaction surveys. Represent the NBT Brand and uphold NBT core values.
• 10% Complete account, product maintenance as well as complete monetary customer transactions.
• .10% Ensures that all security measures, policy and procedures are adhered to.
• 5% Other duties as assigned.

Physical Requirements

• Communicate effectively with internal and/or external customers
• Stationary 75% of time or greater
• Moves objects to maximum 10 lbs

Education and Experience

High School Diploma or GED required. Associates Degree preferred. Customer service experience preferred.

Skills and Abilities

• Strong Communication skills, both written and verbal
• Great active listening skills
• A patient, empathic attitude
• A passion to support Customers
• Ability to work and learn in fast paced environment
• Ability to work quickly and accurately
• Ability to multitask
• Computer Literacy
• Basic Trouble shooting skills

Unique Job Characteristics and Requirements

• Must be able to work flexible hours
• Requires Saturday hours

Benefits

• 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.

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.

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.