Contact Center Agent III

Pay Range: $22.61 - $30.15Responsible 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. 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. Effective customer service requires 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 is required. Advanced trouble shooting skills, awareness of frauds & red flags, and overall banking knowledge is necessary to make independent decisions and resolve customer concerns.

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

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
• Advanced Trouble shooting skills
• Problem solving skills
• Attention to detail
• Knowledge of fraud types, trending and red flags
• Aptitude and capacity 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 (drive) to multiple work locations
• Requires 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 in order to research and resolve customer inquiries. Performs advanced problem solving, troubleshooting assistance on various customer software applications which may include remote access tools. Analyze customer requests and customer behavior for risk, makes independent decisions and provide risk appropriate solutions to customer across multiple subject matters. 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 Maximum 10 lbs

Why Work at NBT

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.

Wellbeing

At NBT, we value and support your wellbeing by offering generous time-off policies, wellness initiatives and flexible work arrangements, so you can thrive both personally and professionally.

Community Involvement

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.

Culture

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.

Career Development

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.

Total Rewards

NBT recognizes and rewards your contributions with competitive compensation, comprehensive benefits and performance-based incentives – ensuring you feel valued every step of the way.

Business Stability

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.

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 : 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.

Benefits for Part-Time Employees Working 20+ Hours/Week:

• Medical Coverage : Includes employer contributions to HSA for High Deductible Health Plan participants.

• Dental and Vision Coverage : Ensuring your overall health and well-being.

• Voluntary Benefits : Including hospital, accident, and critical illness coverage.

• Generous Parental Leave : Six weeks of paid leave at 100% of your salary.

Benefits for All Part-Time Employees:

• Retirement Plans: Benefit from a 401(k) plan with employer matching, an optional Roth 401(k), and a pension plan for employees who work at least 1,000 hours in a calendar year, all designed to help secure your future

• Paid Sick and Safe Leave : For your health and safety.

• Employee Assistance Program (EAP) : Access to support and resources.

• Financial and Banking Services : Various banking services benefits 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.