Contact Center Agent

Job Title Contact Center Agent Employer NBT Bank 52 South Broad Street, Norwich, NY 13815 Salary $18.50 - $22.58 per hour Employment Type Full-time Job Description 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 Responsibilities (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 and Wellbeing Wellbeing: At NBT, we value and support your wellbeing by offering generous time-off policies, wellness initiatives and flexible work arrangements. Community Involvement, Culture, Career Development, Total Rewards, Business Stability: information about company culture, development opportunities, and rewards. Benefits for Employees Benefits for Full-Time Employees: includes paid time off, health plans, retirement plans, life insurance, employee assistance programs, and more Benefits for Part-Time Employees Working 20+ Hours/Week: medical, dental, vision, voluntary benefits, and parental leave Benefits for All Part-Time Employees: retirement plans, paid sick and safe leave, EAP, and financial planning assistance Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or assume sponsorship of an employment Visa at this time. #J-18808-Ljbffr