Contact Center Agent III

About the role

Responsible for resolving both internal and external complex customer inquiries via multiple customer support channels. Performs advanced problem solving and troubleshooting assistance on various customer software applications. Analyze customer request and customer behavior for risk, makes independent decisions and provide risk appropriate solutions to customers across multiple subject matters. Develop and facilitate contact center training including but not limited to classroom or remote instructions. Complete account, product maintenance as well as complete high-risk monetary customer transactions. Responsible for creating a positive customer experience and representing the NBT brand and core values.

Responsibilities

• Responsible for resolving both internal and external complex customer inquiries via multiple customer support channels.
  • Use active listening skills, ask probing questions to collect information needed to resolve customer inquiries.
  • De-escalate complicated customer concerns.
  • Provide customer with account, product or service information.
  • Source data across multiple banking systems in order to research and resolve customer inquiries.
  • Performs advanced problem solving, troubleshooting assistance on various customer software applications which may include remote access tools.
  • Analyze customer requests and customer behavior for risk, makes independent decisions and provide risk appropriate solutions to customer across multiple subject matters.
  • Proficient in all contact center daily tasks.
  • Advanced knowledge of common contact center topics, systems, and processes.
  • Develop and Facilitate contact center training including but not limited to classroom or remote instruction.
  • Act as a peer mentor.
  • Accountable for meeting metric driven goals.
• Create a positive customer experience and achieve defined satisfaction goals on customer satisfaction surveys.
• Represent the NBT Brand and uphold NBT core values.
• Complete account, product maintenance as well as complete high risk monetary customer transactions.
• Ensure that all security measures, policy and procedures are adhered to.

Requirements

Education and Experience: Associates degree and 3 years’ experience required. Or equivalent combination of education and experience. Bachelor’s degree preferred Customer service or technical support 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
• Advanced Trouble shooting skills
• Problem solving skills
• Attention to detail
• Knowledge of fraud types, trending and red flags
• Aptitude and capacity to train
• De-escalation skills
• Advanced knowledge of contact center applications and topics
• Analytical skills

Unique Job Characteristics and Requirements

• Must be able to work flexible hours 7am-7pm
• Driver’s license required
• Must be able to travel (drive) to multiple work locations
• Requires Saturday hours

Physical Requirements

• Communicate effectively with internal and/or external customers
• Stationary 75% of time or greater
• Move Objects to Maximum 10 lbs

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.