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Customer Support Specialist I

2 months ago

Norwich, New York, United States NBT Bank Full time

Compensation Range:
$ $21.14 Salary range for this position is: $18.00-$21.14 The Customer Support Specialist I is tasked with investigating, diagnosing, and addressing client inquiries. This role involves providing clients with information related to their deposit and loan accounts, in addition to details about products or services. Responsibilities include performing account and product maintenance as well as executing monetary transactions for customers. The Specialist is dedicated to fostering a positive client experience while embodying the NBT brand and its core values. The Customer Support team manages client inquiries through various channels including phone, message center, social media, and e-mail. By focusing on a specific support channel, the Specialist will directly address client inquiries and identify non-standard transactions that require escalation.

Qualifications and Experience:
A High School Diploma or GED is required; an Associate's Degree is preferred. Previous customer service experience is advantageous. Skills and Competencies: Excellent communication skills, both written and verbal; strong active listening abilities; a patient and empathetic demeanor; a genuine passion for assisting clients; capability to thrive in a fast-paced environment; proficiency in multitasking; and basic computer literacy along with troubleshooting skills. Unique Job Characteristics and Requirements: Flexibility in working hours is essential, including availability on Saturdays.

Key Responsibilities:
55% Addressing consumer inquiries through a designated support channel. Utilize active listening techniques and ask insightful questions to gather necessary information for resolving client inquiries. Provide clients with account, product, or service details. Access data across multiple banking systems to research and resolve inquiries. Assist clients through fundamental troubleshooting procedures. Commit to learning about new products and services in a rapidly evolving environment. Meet performance metrics consistently.
20% Cultivating a positive client experience and achieving established satisfaction targets on client feedback surveys. Uphold the NBT brand and adhere to its core values.
10% Conducting account and product maintenance as well as processing monetary transactions.
10% Ensuring compliance with all security protocols, policies, and procedures.
5% Additional duties as assigned.

Physical Requirements:

Effective communication with internal and/or external clients is essential. The role requires being stationary for 75% of the time or more, with the ability to move objects weighing up to a maximum of 10 lbs. Applicants must have authorization to work for any employer in the U.S.

NBT Bank provides a dynamic work environment that values talent and promotes teamwork.

Our employees enjoy a comprehensive compensation package, including competitive salaries, bonuses, and a variety of benefits for eligible employees, such as our Tuition Reimbursement Program.

NBT Bank is an equal opportunity employer and fully supports a diverse workplace.

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 committed to inclusivity and supports individual needs.