Location: Norwich,NY, USA
Pay Range: $18.51 - $24.71
Responsible for addressing a wide range of internal and external customer questions, typically of a more complex nature. Troubleshoot technical issues involving the hardware and software of multiple bank product or services as required. Responsible for assisting less experienced staff and department team leader with more complex issues. Maintains effective customer service and sales skills in order to conform to service standards and measured goals. Works to resolve a variety of customer inquiries in a timely, complete, and friendly manner. Complies with all relevant policies, regulations, and ensures that all security measures and controls are adhered to.
Education and Experience:
+ High School Diploma or GED, Associates Degree preferredCustomer service and/or sales experience, preferably in a banking environment
+ Minimum four years Call Center experience or equivalent retail banking, financial operations support or other customer service experience
Skills and Abilities:
+ Strong communication and interpersonal skills. Must have a positive attitude and a willingness to work in a team environment.
+ In depth, knowledge or understanding of products and services offered.
+ Strong PC skills in a Windows environment and ability to trouble shoot technical issues.
+ Job requires identifying problems and analyzing situations and/or information using a broad range of criteria and guidelines; developing solutions in response to problems that are minor to moderately complex and may be recurring.
+ Understand the roles and functions of various internal departments in addition to bank's policies and procedures.
+ Requires expert knowledge of specialized and/or advanced knowledge of all areas supported by the Call Center.
Unique Job Characteristics and Requirements:
Rotational Saturdays requiredMust be flexible to work shift other than hired forOvertime may be required
Tasks Performed:
+ 60% Addresses/resolves a wide range of internal and external customer inquires in a timely and complete manner from various sources while maintaining individual production, quality assurance goals minimum
+ 30% Troubleshoot technical issues involving the hardware and software, analyze complex situations and develop solutions. Support and train new employees and/or back up team leader as needed. May be required to assist in other Operation departments and or locations other than Norwich. Standards measured by data entered on workflow sheet and review of call documentation.
+ 5% Ensures that all security measures, policies, procedures and controls 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
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
NBT Bank offers a stimulating work environment that recognizes talent and encourages teamwork. Our employees benefit from a total compensation package, including competitive salary, bonuses and a wide range of benefits for eligible employees - like our Tuition Reimbursement Program. Join NBT Bank and build your career through the many growth, learning and collaborative opportunities made available across the company.
+ EEO is the law (
+ EEO is the Law Poster Supplement
+ Pay Transparency Nondiscrimination Provision ( English_formattedESQA508c.pdf)
+ Family Medical Leave Act (FMLA) Poster
+ Employee Polygraph Protection Act (EPPA) (
NBT Bank is an equal opportunity employer and fully supports a diversified environment. 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, recently separated veterans, genetic information, victims of domestic violence and stalking or any other class protected by Federal, State or local law. This policy applies to all terms of employment.
NBT Bank is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the Careers website or submission process, please call 1-888-###-#### or contact us via email at ...@nbtbank.com. The Human Resources Shared Service Center hours of operation are Monday through Friday, 8:00 AM to 5:00 PM EST.