Contact Center Agent

Summary: NBT Bank is a financial institution seeking a Contact Center Agent I to handle customer inquiries and provide information regarding accounts and services. The role involves researching and resolving customer issues while ensuring a positive customer experience and representing the NBT brand. Responsibilities: - 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 - 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 - Complete account, product maintenance as well as complete monetary customer transactions - Ensures that all security measures, policy and procedures are adhered to - Other duties as assigned Required Qualifications: - High School Diploma or GED required - 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 - Must be able to work flexible hours - Requires Saturday hours Preferred Qualifications: - Associates Degree preferred - Customer service experience preferred Required Skills: Customer Service, Computer Literacy, Basic Troubleshooting, Patience, Empathy Benefits: 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.