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About the Role

The Contact Center Agent I is responsible for researching, troubleshooting, and resolving customer inquiries, providing information about deposit and loan accounts, and processing monetary transactions. This role focuses on creating a positive customer experience and representing the NBT brand and core values while supporting customers through various channels.

Responsibilities

• Researching, troubleshooting, and resolving customer inquiries.
• Providing customers with account, product, or service information.
• Completing account and product maintenance.
• Completing monetary customer transactions.
• Creating a positive customer experience.
• Representing the NBT brand and upholding NBT core values.
• Satisfying customer inquiries directly through a single support channel.
• Recognizing non-standard transactions to escalate.
• Guiding customers through basic troubleshooting steps.
• Learning new products and services in a fast-changing environment.
• Meeting metric-driven goals.
• Ensuring adherence to all security measures, policies, and procedures.
• Performing other duties as assigned.

Requirements

• Must be able to work flexible hours.
• Requires Saturday hours.
• Applicants must be authorized to work for any employer in the U.S.
• Unable to sponsor or assume sponsorship of an employment Visa at this time.

Skills

• 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

Work Type

• Full-Time
• Part-Time

Education Level

• High School Diploma or GED required
• Associates Degree preferred
• Customer service experience preferred

Salary/Compensations

• $18.50 - $22.58

Benefits

• Generous time-off policies
• Wellness initiatives
• Flexible work arrangements
• 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.
• Paid Sick and Safe Leave: For your health and safety.

About the Company

• At NBT we empower people to grow, innovate, and thrive through meaningful work, a supportive culture and opportunities to make a real impact in your community – because your success drives our success.
• NBT believes community involvement fosters our success and the success of those around us. Through volunteer service and charitable partnerships, we empower our employees to make a positive impact beyond the workplace.
• NBT believes in creating a workplace where every voice matters and every team member feels empowered to contribute. With supportive leadership, we foster an environment where employees are connected, inspired, and valued.
• Whether you’re just starting your career or serve in a senior leadership role, your growth and development are our priority. NBT provides a wide variety of development programs and tools for you to reach your full potential.
• NBT recognizes and rewards your contributions with competitive compensation, comprehensive benefits and performance-based incentives – ensuring you feel valued every step of the way.
• NBT has built a reputation as a stable financial institution by growing our people and our business, evolving our processes and managing risk. We've weathered the market's ups and downs for over 165 years, all while charting a well-defined growth plan.