Customer Support Specialist I

2 weeks 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, troubleshooting, and addressing customer inquiries. Provide clients with information regarding their deposit and loan accounts, as well as details about products or services. Execute account and product maintenance, in addition to processing monetary transactions for customers. This role is pivotal in fostering a positive customer experience while embodying the NBT brand and its core values. The Customer Support team addresses inquiries through various channels including phone, message center, social media, and e-mail. By focusing on a specific customer support channel, the incumbent will directly resolve customer inquiries and identify non-standard transactions for escalation.

Education and Experience:
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 abilities
- A patient and empathetic demeanor
- A genuine passion for customer support
- Capability to thrive in a fast-paced environment
- Proficiency in multitasking
- Basic computer literacy
- Fundamental troubleshooting skills

Unique Job Characteristics and Requirements:
- Flexibility in working hours is essential
- Saturday availability is required.

Key Responsibilities:
- 55%: Resolve consumer inquiries via a designated customer support channel. Utilize active listening and probing questions to gather necessary information for resolution. Provide customers with account, product, or service details. Research and resolve inquiries using multiple banking systems. Guide customers through basic troubleshooting processes. Stay informed about new products and services in a dynamic environment. Meet performance metrics and goals.
- 20%: Create a positive customer experience and achieve defined satisfaction targets on customer feedback surveys. Uphold the NBT brand and core values.
- 10%: Perform account and product maintenance, as well as complete monetary transactions.
- 10%: Ensure adherence to all security protocols, policies, and procedures.
- 5%: Other duties as assigned.

Physical Requirements:

- Effective communication 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 provides a stimulating 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 environment.

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 support for individual needs.

If you have a physical or other impairment that may require accommodation, please reach out to us. The Human Resources Shared Service Center operates Monday through Friday, 8:00 AM to 5:00 PM EST.

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