• Job Description

  Req#: JR2087
  Pay Range: $26.00 - $34.72
  Build a motivated and high performing team that can assist the retail network in various capacities including (but not limited to) contact center calls, message center and other operational functions. Responsible for the performance (quality and quantity) and work assigned to the team. Ensures all tasks are performed accurately within established timeframes and meet the expected performance metrics.
  Education and Experience:
  • Three years experience in customer service
  • Four year degree in business related field or equivalent banking experience preferred
  
  
  Skills and Abilities:
  • In-depth knowledge of bank products and services and the ability to convey [product and service] functionality through both written and verbal communication.
  • Proficient reading, writing, communication and mathematical skills.
  • In-depth knowledge of various systems including (but not limited to) Aperio, Fiserv CWS, Signature UI, Architect Admin Portal, Nautilus, Taske, Cacti and Avaya.
  • Ability to identify and analyze situations and/or informing using certain criteria and being able to solve issues & problems.
  • Ability to approach, identify and have in-depth conversations with internal and external customer and identify needs and opportunities.
  • Proficient computer and technical troubleshooting skills.
  • Organizational, interpersonal and customer relation skills.
  • Problem solving/decision making skills.
  • Leadership management.
  
  
  Tasks Performed:
  • 30% Train, mentor, coach, develop and supervise team members. Communicate with respective branch managers on general performance and provide input on quarterly coaching notes.
  • 20% Research, analyze and resolve complex problems/issues. Assist with escalated internal and external customer issues and answering questions.
  • 15% Assist with the coordination of scheduling and workflow.
  • 15% Provides oversight of team members to identify, monitor and control compliance risk and operational exposure.
  • 10% Completes performance reports including but not limited to production, quality control and service level.
  • 10% Other duties as assigned.
  
  
  Physical Requirements:
  • Communicate effectively with internal and/or external customers
  • Stationary 75% of time or greater
  • Move Objects to Maximum 10 lbs

• About the company

  NBT Bank, NA is an American financial institution that operates through a network of 140 banking locations in New York, Pennsylvania, Vermont, Massachusetts, New Hampshire, Maine and Connecticut.

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