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Customer Support Specialist I
2 months ago
Compensation Range:
$ $21.14 Salary range for this position is: $18.00-$21.14 The Customer Support Specialist I is tasked with investigating, troubleshooting, and addressing customer inquiries. This role involves providing clients with information related to their deposit and loan accounts, as well as details about products or services. Responsibilities include performing account and product maintenance, along with executing monetary transactions for customers. The specialist is accountable for fostering a positive customer experience while embodying the NBT brand and its core values. The Customer Support team handles inquiries through various channels, including phone, message center, social media, and email. The incumbent will focus on a specific customer support channel, directly addressing inquiries and identifying non-standard transactions for escalation.
Qualifications and Experience:
A High School Diploma or GED is required; an Associate's Degree is preferred. Experience in customer service is advantageous. Skills and Abilities: Excellent communication skills, both written and verbal; strong active listening capabilities; a patient and empathetic demeanor; a genuine desire to assist customers; ability to thrive in a fast-paced environment; proficiency in multitasking; and basic computer literacy with troubleshooting skills.
Unique Job Characteristics and Requirements:
Flexibility in working hours is essential, including availability on Saturdays.
Key Responsibilities:
55% Address consumer inquiries through one designated customer support channel. Utilize active listening skills and ask probing questions to gather necessary information for resolving inquiries. Provide customers with relevant account, product, or service information. Research and resolve inquiries using data from multiple banking systems. Guide customers through fundamental troubleshooting steps and remain accountable for learning new products and services in a dynamic environment. Meet metric-driven performance goals.
20% Create a positive customer experience and achieve defined satisfaction metrics on customer feedback surveys. Uphold the NBT brand and core values.
10% Conduct account and product maintenance and execute monetary transactions.
10% Ensure compliance with all security measures, policies, and procedures.
5% Perform additional duties as assigned.
Physical Requirements:
Effectively communicate with internal and external customers. Remain stationary for 75% of the time or more. Ability to move objects weighing up to 10 lbs. Applicants must be authorized to work for any employer in the U.S. NBT Bank does not sponsor or take over sponsorship of employment visas at this time. NBT Bank offers a stimulating work environment that recognizes talent and promotes teamwork.
Our employees enjoy a comprehensive compensation package, including competitive salaries, bonuses, and a wide array of benefits for eligible employees, such as our Tuition Reimbursement Program.
NBT Bank is an equal opportunity employer and fully supports a diverse environment, ensuring that we do not discriminate against any applicant or employee based on race, color, religion, sex, national origin, age, disability, sexual orientation, marital status, veteran status, or any other class protected by Federal, State, or local law.
This policy applies to all employment terms. NBT Bank is inclusive and supportive of individual needs.
If you have a physical or other impairment that might require an accommodation, please reach out to our Human Resources Shared Service Center during business hours.
