Contact Center Agent I

Pay Range: $18.50 - $22.58 Job Overview The Contact Center Agent I is responsible for researching, troubleshooting, and resolving customer inquiries. The agent provides customers with information regarding their deposit and loan accounts, as well as product or service information, and completes account maintenance and monetary customer transactions. The role focuses on creating a positive customer experience and representing the NBT brand and core values through phone, message center, social media, e‑mail, and other channels. Education and Experience High School Diploma or GED required Associate’s 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 a fast‑paced environment Ability to work quickly and accurately Ability to multitask Computer literacy Basic troubleshooting skills Unique Job Characteristics and Requirements Must be able to work flexible hours Requires Saturday hours Tasks Performed 55% Resolving consumer customer inquiries via one support channel, using active listening, probing questions, and research across banking systems. Guide customers through basic troubleshooting steps and learn new products and services. Meet metric‑driven goals. 20% Creating a positive customer experience and achieving satisfaction goals on customer satisfaction surveys. Represent the NBT Brand and uphold core values. 10% Completing account, product maintenance, and monetary customer transactions. 10% Ensuring all security measures, policies, and procedures are adhered to. 5% Performing other duties as assigned. Physical Requirements Communicate effectively with internal and/or external customers. Stationary for 75% of the time or greater. Move objects up to 10 lbs. Benefits for Full‑Time Employees 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 including employer contributions to HSA for High Deductible Health Plan participants. Dental and Vision Coverage. Flexible Spending Accounts for healthcare and dependent care expenses. Employer‑Paid Disability Coverage (short‑term and long‑term) with optional additional coverage. Life Insurance: Employer‑paid basic life insurance, with optional supplemental coverage. Voluntary Benefits including hospital, accident, and critical illness coverage. Retirement Plans: 401(k) plan with employer matching, optional Roth 401(k), and pension plan. Adoption Assistance. Tuition Reimbursement. #J-18808-Ljbffr