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Call Center Associate

4 months ago

Rochester, United States NBT Bank Full time

Pay Range: $16.00 - $21.43

Responsible for the delivery of exemplary service to our clients, plan sponsors, and their retirement plan participants within the call center. This includes but is not limited to; explanation of retirement plan provisions, our technology offering, and interacting with the Service team to ensure resolution of any received complaints or concerns from our client base.

Education and Experience:

  • Associate's degree and one (1) year of experience or equivalent combination of education and experience
Skills and Abilities:
  • Ability to read and interpret documents such as procedure manuals and technical procedures.
  • Ability to write routine reports and correspondence. Ability to speak effectively with both internal and external contacts.
  • Ability to communicate effectively with clients. Ability to project a positive attitude and professional demeanor.
  • Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
  • Must have existing knowledge of advanced Microsoft Office applications with the emphasis on Word, Excel, PowerPoint and Access.
Tasks Performed:
  • 85% Actively field calls from our client base through the Participant Service Center phone line. Provide support on products and services offered. Identify, research, document when necessary, and provide resolution to participant questions or concerns requiring follow up.
  • 10% Identify and escalate issues affecting the EPIC RPS client base to the Manager of the Participant Service Center as needed.
  • 5% Perform 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.