Pay Range: $19.36 - $25.81
NBT Floating Operations Associates are an integral part of providing excellent customer service – both directly in our Contact Center and indirectly as part of our Operations teams. This role plays an integral part in our ability to meet peak customer demand.
When directly supporting our Contact Center customers, responsible for researching, troubleshooting, and resolving 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. NBT’s 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.
When focusing on operational tasks, responsible for performing moderately complex operations duties in support of department objectives. Requiring considerable knowledge of company policies and practices, the incumbent performs data collection, verification, maintenance, and input. Analyze information and make processing decisions based on established procedures and guidelines. This role supports both monetary and non-monetary transactions, which require reconciliation. Operational activities directly impact customer accounts, bank reporting, and real time information. May prepare reports and furnish information to authorized persons within and external to the bank. Provides guidance to all levels of employees regarding policies and procedures as they pertain to operational tasks performed.
Education and Experience:
High School Diploma or GED required
Associate's degree preferred
Professional or 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 Requirements & Characteristics
Ability to deliver high-quality work in a friendly and fast paced environment
Ability and willingness to learn new skills
Tasks Performed:
40% - Process a variety of monetary/non-monetary tasks and/or transactions as assigned, which may include but are not limited to- account maintenance and verification, reconciliations, complex account transactions, and resolution of exception items.
25% - Responsible for resolving consumer customer inquiries via one customer support channel. Provide customer with account, product, or service information. Source data across multiple banking systems to research and resolve customer inquiries. Guide customers through basic troubleshooting steps. Accountable for meeting metric driven goals.
20% - Maintain proficient knowledge of and demonstrate ongoing compliance with all laws and regulations applicable to this position. Adhere to policies, procedures, and internal controls. Ongoing focus on risk and fraud mitigation. Complete account, product maintenance as well as complete monetary customer transactions. Ensures that all security measures, policy, and procedures are adhered to.
10% - 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.
5% - Other duties as assigned
Physical Requirements:
Communicate effectively with internal and/or external customers
Stationary 75% of time or greater
Move Objects up to a Maximum of 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…