Customer Support Specialist I

2 weeks 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 customer service operations. In this role, you will primarily focus on investigating, troubleshooting, and addressing customer inquiries related to deposit and loan accounts, while also providing insights into our range of products and services. This position requires maintaining customer accounts, executing transactions, and ensuring a satisfactory customer experience that reflects the NBT brand and its core values.

The Customer Support Center engages with clients through multiple communication platforms, including phone, messaging, and email. Your duties will encompass managing customer inquiries, escalating complex issues, and delivering exceptional service.

Education and Experience:

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

Skills and Abilities:

  • Outstanding communication skills
  • Strong active listening capabilities
  • Empathetic and patient demeanor
  • Commitment to customer support
  • Ability to thrive in a dynamic environment
  • Quick and precise problem-solving abilities
  • Proficient multitasking skills
  • Computer proficiency
  • Basic troubleshooting knowledge

Unique Job Characteristics and Requirements:

  • Willingness to work flexible hours
  • Availability for Saturday shifts

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 targets, and uphold company values.
  • 10%: Conduct account maintenance and financial transactions.
  • 10%: Comply with security protocols, policies, and procedures.
  • 5%: Perform other assigned responsibilities.

Physical Requirements:

  • Effective communication skills
  • Ability to remain stationary for at least 75% of the time
  • Capability to handle 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.



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