Customer service role at call center providing support via phone. Completing tasks both in - office and remotely after initial training.
About the role
- Contact Center Agent at NBT Bank responsible for customer inquiries through various channels. Support customers with account and product information while ensuring a positive experience.
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.
- Complete account, product maintenance as well as complete monetary customer transactions.
- Ensures that all security measures, policy and procedures are adhered to.
Requirements
- High School Diploma or GED required
- Associates Degree preferred
- Customer service experience preferred
- 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
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.
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