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Customer Support Specialist I

2 months ago

Norwich, New York, United States NBT Bank Full time

Customer Support Specialist I

NBT Bank is seeking a Customer Support Specialist I to enhance their customer service operations. In this role, you will primarily focus on investigating, troubleshooting, and addressing customer inquiries regarding deposit and loan accounts, while also delivering information about various products and services offered by the bank.

Your responsibilities will encompass maintaining customer accounts, executing transactions, and ensuring a satisfactory customer experience that aligns with the values and standards of NBT Bank.

Work Environment:

The Customer Support team operates through multiple communication channels, including phone, messaging, social media, and email. Your duties will involve managing customer inquiries, escalating complex issues, and providing outstanding service.

Qualifications:

  • High School Diploma or GED is mandatory
  • Associate's Degree is preferred
  • Prior experience in customer service is advantageous

Essential Skills:

  • Exceptional communication abilities
  • Strong active listening skills
  • Empathetic and patient demeanor
  • Commitment to customer support
  • Capability to thrive in a fast-paced setting
  • Quick and precise problem-solving skills
  • Ability to manage multiple tasks effectively
  • Proficiency in computer usage
  • Basic troubleshooting capabilities

Job Characteristics and Requirements:

  • Willingness to work flexible hours
  • Availability to work on weekends

Key Responsibilities:

  • 55%: Address customer inquiries through various communication methods, utilizing active listening to comprehend customer needs, provide necessary information, troubleshoot basic issues, and familiarize yourself with new products/services.
  • 20%: Ensure a positive customer experience, achieve satisfaction targets, and uphold the company's values.
  • 10%: Conduct account maintenance and financial transactions.
  • 10%: Comply with security protocols, policies, and procedures.
  • 5%: Perform other assigned responsibilities.

Physical Demands:

  • Effective communication skills are essential
  • Must be able to remain stationary for at least 75% of the time
  • Ability to lift objects weighing up to 10 lbs

All applicants must be authorized to work for any employer in the U.S. NBT Bank does not sponsor or assume sponsorship of employment visas at this time.