Contact Center Agent

Pay Range $18.50 - $22.58 per hour. Job Summary The Contact Center Agent I is responsible for researching, troubleshooting, and resolving customer inquiries. They provide customers with information regarding deposit and loan accounts, products, services, and complete account maintenance and monetary transactions. The role focuses on a single support channel (phone, message center, social media, email or other) and escalates non‑standard transactions as needed. Responsibilities Resolve consumer customer inquiries via a single support channel (~55%). Use active listening, probing questions, and gather needed information. Provide customers account, product or service information and guide them through basic troubleshooting steps. Source data across multiple banking systems to research and resolve inquiries. Learn new products and services in a fast‑changing environment. Meet metric‑driven goals. Create a positive customer experience and achieve satisfaction survey targets (~20%). Represent the NBT Brand and core values. Complete account and product maintenance and monetary customer transactions (~10%). Ensure compliance with all security measures, policies, and procedures (~10%). Perform other duties as assigned (~5%). Qualifications High School Diploma or GED required; Associate’s Degree preferred. Customer service experience preferred. Strong written and verbal communication skills. Excellent active listening and empathy. Patience and a passion for supporting customers. Ability to work and learn in a fast‑paced environment. Quick, accurate work and multitasking ability. Computer literacy and basic troubleshooting skills. Authorized to work in the United States; no visa sponsorship. Physical Requirements Stationary 75% of the time. May move objects up to 10 lbs. Benefits Generous Paid Time Off – at least 22 days annually. Parental leave – 6 weeks paid at 100% salary. Medical, dental, and vision coverage with HSA options. Flexible spending accounts for healthcare and dependent care. Employer‑paid short‑term and long‑term disability coverage. Life insurance – basic employer paid with optional supplemental. Retirement plans – 401(k) with employer matching, optional Roth, and pension. Other voluntary benefits including hospital, accident, and critical illness coverage. EEO Statement National Bank of Texas is an equal‑opportunity employer. We do not discriminate against any applicant or employee because of race, color, religion, sex, national origin, age, disability, sexual orientation, marital status or veteran status, or any other class protected by Federal, State, or local law. #J-18808-Ljbffr