Contact Center Agent I

Pay

Pay Range: $18.50 - $22.58

Responsibilities

• 55% – Resolve consumer customer inquiries via a single support channel, using active listening and probing questions; provide account, product, or service information; source data across multiple banking systems; guide customers through basic troubleshooting steps.
• 20% – Create a positive customer experience and achieve defined satisfaction goals on customer satisfaction surveys; represent the NBT brand and uphold NBT core values.
• 10% – Complete account and product maintenance as well as monetary customer transactions.
• 10% – Ensure all security measures, policies, and procedures are adhered to.
• 5% – Perform other duties as assigned.

Education and Experience

• High School Diploma or GED required.
• Associate’s Degree preferred.
• Customer service experience preferred.

Skills and Abilities

• Strong written and verbal communication skills.
• Great active listening skills.
• Patient, empathic attitude.
• Passion for supporting customers.
• Ability to work and learn in a fast‑paced environment.
• Ability to work quickly and accurately.
• Ability to multitask.
• Computer literacy and basic troubleshooting skills.

Unique Job Characteristics and Requirements

• Must be able to work flexible hours, including required Saturday hours.

Physical Requirements

• Communicate effectively with internal and/or external customers.
• Stationary work 75% of the time or greater.
• Move objects up to a maximum of 10 lb.

Benefits

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 salary.
• Comprehensive Medical Coverage, including employer contributions to an HSA for High‑Deductible Health Plan participants.
• Dental and Vision Coverage.
• Flexible Spending Accounts for healthcare and dependent‑care expenses.
• Employer‑paid short‑term and long‑term disability coverage (with optional additional long‑term coverage).
• Employer‑paid basic life insurance (with optional supplemental coverage).
• Voluntary benefits such as hospital, accident, and critical illness coverage.
• Retirement plans: 401(k) with employer matching, optional Roth 401(k), and a pension plan.
• Adoption assistance.
• Tuition reimbursement.
• Employee Assistance Program (EAP).
• Pet insurance.
• Financial and banking services, including financial planning assistance.

Part‑Time Employees (20+ hours/week)

• Medical coverage with employer HSA contributions for High‑Deductible Health Plan participants.
• Dental and Vision coverage.
• Voluntary benefits (hospital, accident, critical illness).
• Generous parental leave: six weeks of paid leave at 100 % of salary.

All Part‑Time Employees

• Retirement plans (401(k) with employer matching, optional Roth 401(k), and pension) for employees who work at least 1,000 hours in a calendar year.
• Paid sick and safe leave.
• Employee Assistance Program (EAP).
• Financial and banking services, including financial planning assistance.

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 the community. We value wellbeing with generous time‑off policies, wellness initiatives, and flexible work arrangements. Community involvement is encouraged through volunteer service and charitable partnerships. Our culture emphasizes that every voice matters, fostering an environment where employees feel connected, inspired, and valued. Career development is a priority, offering a wide variety of development programs and tools for all career stages. NBT’s total‑rewards philosophy includes competitive compensation, comprehensive benefits, and performance‑based incentives. With over 165 years of stability, we continue to grow our people and business while managing risk.

Applicants must be authorized to work for any employer in the United States. NBT is unable to sponsor employment visas at this time.