Contact Center Agent III

Overview Pay Range: $22.61 - $30.15. Responsible for resolving both internal and external complex customer inquiries via multiple customer support channels. Performs advanced problem solving and troubleshooting assistance on various customer software applications. Analyze customer request and customer behavior for risk, makes independent decisions and provide risk appropriate solutions to customers across multiple subject matters. Responsibilities Develop and facilitate contact center training including but not limited to classroom or remote instructions. Complete account, product maintenance as well as complete high-risk 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. The incumbent will support varied and complex customer inquiries through all channels. Supports consumer with all products. Advanced knowledge of banking products and services required: loans, deposits, online & mobile banking, debit cards, and more. Ability to quickly assess complex situations, de-escalate, and identify alternative solutions. Advanced troubleshooting skills, awareness of frauds & red flags, and overall banking knowledge to make independent decisions and resolve customer concerns. Qualifications & Skills Education and Experience: Associates degree and 3 years’ experience required. Or equivalent combination of education and experience. Bachelor’s degree preferred. Customer service or technical support experience preferred. Strong communication skills, both written and verbal; active listening; a patient, empathic attitude; a passion to support customers. Ability to work in a fast-paced environment; ability to work quickly and accurately; ability to multitask; advanced troubleshooting; problem solving; attention to detail. Knowledge of fraud types, trending and red flags; aptitude to train; de-escalation skills; advanced knowledge of contact center applications and topics; analytical skills. Unique job characteristics and requirements: must be able to work flexible hours 7am-7pm; driver’s license required; must be able to travel to multiple work locations; Saturday hours. Tasks Performed 55% Responsible for resolving both internal and external complex customer inquiries via multiple customer support channels. Use active listening skills, ask probing questions to collect information needed to resolve customer inquiries. De-escalate complicated customer concerns. Provide customer with account, product or service information. Source data across multiple banking systems to research and resolve customer inquiries. Perform advanced problem solving and troubleshooting on various customer software applications, including remote access tools. Analyze customer requests and customer behavior for risk, make independent decisions and provide risk-appropriate solutions. Proficient in all contact center daily tasks. Advanced knowledge of common contact center topics, systems, and processes. Develop and facilitate contact center training including but not limited to classroom or remote instruction. Act as a peer mentor. 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 high-risk 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 a maximum of 10 lbs. Work Environment & Benefits Information about wellbeing, community involvement, culture, and career development is provided. Benefits for full-time and part-time employees are listed and include paid time off, parental leave, medical, dental, vision, flexible spending accounts, disability coverage, life insurance, voluntary benefits, retirement plans, adoption assistance, tuition reimbursement, EAP, pet insurance, and additional financial and banking services benefits. See official policy for full details. Compliance 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. NBT Bank is an equal opportunity employer and fully supports a diversified environment. EEO statements and related posters apply. If you require accommodation during the application process, please contact View email address on click.appcast.io. #J-18808-Ljbffr