Pay Range: $16.00 - $21.14 Salary range for this job is: $18.00-$21.14 The Contact Center Agent I is responsible for researching, troubleshooting, and resolving customer inquiries. Provide customers information regarding their deposit and loan accounts, as well as product or service information. Complete account, product maintenance as well as complete monetary customer transactions. Responsible for creating a positive customer experience and representing the NBT brand and core values. The Conta... more details
Pay Range: $16.00 - $21.14Salary range for this job is: $18.00-$21.14 The Contact Center Agent I is responsible for researching, troubleshooting, and resolving customer inquiries. Provide customers information regarding their deposit and loan accounts, as well as product or service information. Complete account, product maintenance as well as complete 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. Focusing on a single customer support channel, the incumbent will satisfy customer inquiries directly and recognize non-standard transactions to escalate.
Education and Experience:
High School Diploma or GED required
Associates 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 fast paced environment
Ability to work quickly and accurately
Ability to multitask
Computer Literacy
Basic Trouble shooting skills
Unique Job Characteristics and Requirements:
Must be able to work flexible hours
Requires Saturday hours
Tasks Performed:
55% 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.
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 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
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