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About the Role

A Contact Center Agent provides exceptional customer service for CNB’s Family of Banks and support to clients through calls, live chats, and text messages, assisting with transactions, troubleshooting issues, and answering inquiries.

Responsibilities

• Provide prompt and courteous assistance to clients, addressing their inquiries and resolving issues related to banking services.
• Accurately assist clients with various transactions and account inquiries, ensuring accuracy and efficiency through calls, live chats, and text messages.
• Diagnose and provide support in solving technical problems clients may encounter with the call, live chat, or texting platform.
• Ensure each interaction is positive and personalized, making clients feel valued and understood.
• Monitor and maintain performance metrics within established guidelines to ensure service quality and operational efficiency.
• Adhere to all bank policies and procedures and ensure the adherence of bank policies and procedures.
• Actively participate in expanding skill sets and career paths by attending training programs, workshops, certifications, and educational resources relevant to the role.

Requirements

• High school diploma or general education degree (GED) is required.
• Related contact center experience is required.
• A background screening will be conducted.
• Ability to read, comprehend, and interpret documents.
• Possesses professional communication and interpersonal skills to write and speak effectively both one-on-one and before groups of clients or employees of the organization.
• Ability to communicate with clients directly and effectively.
• Ability to utilize telephone systems and possess good digital literacy including email, internet and intranet use.
• Prior experience or the ability to learn core transaction system, including eBanking, various software/hardware, contact center chat/email technology, debit card system, statement processing system, and any other computer programs pertinent to performing job duties.
• Ability to add, subtract, multiply, and divide in all units of measure.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to solve challenging problems involving several variables in a standardized situation.
• This position operates in a professional office environment with considerable time spent at a desk using office equipment such as computers, phones, and printers.
• Noise level is moderate with constant communication and interactions with others.
• Ability to travel on occasion to all market areas and attend seminars or training sessions offsite.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Skills

• Professional communication
• Interpersonal skills
• Telephone systems utilization
• Digital literacy
• Email
• Internet and intranet use
• Core transaction system
• eBanking
• Contact center chat/email technology
• Debit card system
• Statement processing system
• Mathematical skills
• Reasoning ability
• Active listening
• Problem-solving

Location

• Office environment

Work Type

• Full-time

Experience Level

• CC Agent I
• CC Agent II
• Senior CC Agent

Education Level

• High school diploma or GED

Benefits

• Medical, Dental, Vision & Life Insurance
• 401K with company match
• Paid Time Off & Recognized Holidays
• Leave policies
• Voluntary Benefit Options (Life, Accident, Critical Illness, Hospital Indemnity & Pet)
• Employee Assistance Program
• Employee Health & Wellness Program
• Special Loan and Deposit Rates
• Gradifi Student Loan Paydown Plan
• Rewards & Recognition Programs

About the Company

• BankOnBuffalo is an equal opportunity employer and all applicants are considered based on qualifications without regard to sex, race, color, ancestry, religious creed, national origin, sexual orientation, gender identity, physical disability, mental disability, age, marital status, disabled veteran or Vietnam era veteran status.
• CNB Financial Corporation is an Affirmative Action Employer and is committed to fostering, cultivating and preserving a culture of diversity and inclusion.

Equal Opportunity

• BankOnBuffalo is an equal opportunity employer and all applicants are considered based on qualifications without regard to sex, race, color, ancestry, religious creed, national origin, sexual orientation, gender identity, physical disability, mental disability, age, marital status, disabled veteran or Vietnam era veteran status.
• CNB Financial Corporation is an Affirmative Action Employer and is committed to fostering, cultivating and preserving a culture of diversity and inclusion.