Contact Center Agent I

Pay Range: $17.50 - $21.53

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% 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
• 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.