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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 our service team. In this role, you will primarily focus on investigating, troubleshooting, and addressing customer queries regarding deposit and loan accounts, while also delivering information about our diverse range of products and services. Your responsibilities will include managing accounts, executing customer transactions, and ensuring a superior customer experience that reflects the NBT brand and its core values.

The Customer Support department engages with clients through multiple communication channels, including phone, messaging platforms, social media, and email. Your duties will encompass responding to customer inquiries, escalating complex transactions, and providing outstanding customer service.

Qualifications and Experience:

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

Skills and Competencies:

  • Exceptional communication abilities
  • Strong active listening skills
  • Empathetic and patient demeanor
  • Dedication to customer support
  • Capability to thrive in a fast-paced environment
  • Quick and precise problem-solving skills
  • Proficient multitasking abilities
  • Computer proficiency
  • Basic troubleshooting knowledge

Job Characteristics and Requirements:

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

Key Responsibilities:

  • 55%: Address consumer inquiries through various communication channels, employing active listening to comprehend customer needs, providing necessary information, troubleshooting basic issues, and familiarizing yourself with new products/services.
  • 20%: Ensure a positive customer experience, achieve satisfaction goals, and uphold company values.
  • 10%: Conduct account maintenance and financial transactions.
  • 10%: Follow security protocols, policies, and procedures.
  • 5%: Perform other assigned tasks.

Physical Demands:

  • Effective communication skills are essential
  • Must be stationary for approximately 75% of the time
  • Ability to lift 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.