Contact Center Agent I

Pay Range: $16.00 – $21.14

Salary range for this job is: $18.00-$21.14

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.

The Contact Center supports customer inquiries through phone, message center, social media, e-mail, and other channels. Focusing on a single customer support channel, the incumbent will satisfy customer inquiries directly and recognize non-standard transactions to escalate.

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

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 Responsible for learning new products, and services in a fast-changing environment. Accountable for meeting metric driven goals.

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% C omplete 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

Move Objects to Maximum 10 lbs

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

NBT Bank offers a stimulating work environment that recognizes talent and encourages teamwork. Our employees benefit from a total compensation package, including competitive salary, bonuses and a wide range of benefits for eligible employees – like our Tuition Reimbursement Program. Join NBT Bank and build your career through the many growth, learning and collaborative opportunities made available across the company.

EEO is the law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf)

EEO is the Law Poster Supplement

Pay Transparency Nondiscrimination Provision (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp%20EnglishformattedESQA508c.pdf)

Family Medical Leave Act (FMLA) Poster

Employee Polygraph Protection Act (EPPA) (https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf)

NBT Bank is an equal opportunity employer and fully supports a diversified environment. We do not discriminate against any applicant or employee because of race, color, religion, sex, national origin, age, disability, sexual orientation, marital status or veteran status, recently separated veterans, genetic information, victims of domestic violence and stalking or any other class protected by Federal, State or local law. This policy applies to all terms of employment.

NBT Bank is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the Careers website or submission process, please call 1-888-804-1771 or contact us via email at humanresources@nbtbank.com. The Human Resources Shared Service Center hours of operation are Monday through Friday, 8:00 AM to 5:00 PM EST.