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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills through effective communication and problem-solving in a fast-paced environment. Proficient in handling monetary and non-monetary transactions while maintaining compliance with regulations and internal controls.
Highest-signal resume keywords
Customer Service ExperienceStrong Written And Verbal Communication SkillsData Analysis And Processing DecisionsCompliance With Regulations And PoliciesMultitasking Ability
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Account MaintenanceMonetary TransactionsData VerificationTroubleshooting SkillsReport Preparation
Soft Skills
Active Listening SkillsPatient And Empathic AttitudeAbility To Work Quickly And AccuratelyWillingness To Learn New Skills
Tools & Technologies
Contact Center SoftwareEmail CommunicationSocial Media PlatformsMessage Center
Certifications & Qualifications
High School Diploma Or GED
Industry Keywords
Customer InquiriesRisk And Fraud MitigationOperational TasksInternal Controls
About the role
Key responsibilities & impact- Provide excellent customer service directly through the Contact Center and indirectly through Operations teams
- Research, troubleshoot, and resolve customer inquiries
- Provide information about deposit and loan accounts, products, and services
- Complete account and product maintenance and monetary customer transactions
- Support customer inquiries through a designated channel such as phone, message center, social media, or email
- Recognize and escalate non-standard transactions
- Perform moderately complex operations duties supporting department objectives
- Collect, verify, maintain, and input data
- Analyze information and make processing decisions using established procedures and guidelines
- Support monetary and non-monetary transactions requiring reconciliation
- Prepare reports and provide information to authorized persons inside and outside the bank
- Guide employees regarding policies and procedures for operational tasks
- Process monetary and non-monetary tasks and transactions, including account maintenance, verification, reconciliations, complex account transactions, and exception-item resolution
- Meet metric-driven goals and defined customer satisfaction goals
- Maintain compliance with applicable laws, regulations, policies, procedures, and internal controls
- Focus on risk and fraud mitigation and adhere to security measures
- Represent the NBT brand and uphold NBT core values
- Perform other duties as assigned
Requirements
What you’ll need- High School Diploma or GED required
- Associate's degree preferred
- Professional or customer service experience preferred
- Strong written and verbal communication skills
- Great active listening skills
- Patient, empathic attitude
- Ability to work and learn in a fast-paced environment
- Ability to work quickly and accurately
- Ability to multitask
- Computer literacy
- Basic troubleshooting skills
- Ability to deliver high-quality work in a friendly and fast-paced environment
- Ability and willingness to learn new skills
- Ability to communicate effectively with internal and/or external customers
- Ability to remain stationary for 75% of the time or greater
- Ability to move objects up to a maximum of 10 lbs
- Must be authorized to work for any employer in the U.S.; employment visa sponsorship is unavailable
Benefits
Comp & perks- Generous paid time off: At least 22 days annually, prorated in the year of hire
- Six weeks of paid parental leave at 100% of salary
- Comprehensive medical coverage, including employer HSA contributions for High Deductible Health Plan participants
- Dental and vision coverage
- Flexible spending accounts for healthcare and dependent care expenses
- Employer-paid short-term and long-term disability coverage, with optional additional long-term coverage
- Employer-paid basic life insurance, with optional supplemental coverage
- Voluntary hospital, accident, and critical illness coverage
- 401(k) plan with employer matching
- Optional Roth 401(k)
- Pension plan
- Adoption assistance
- Tuition reimbursement
- Employee Assistance Program (EAP)
- Pet insurance
- Financial and banking services benefits and financial planning assistance
- Wellness initiatives and flexible work arrangements
- Volunteer service and charitable partnerships
- Development programs and career-growth tools
- Performance-based incentives
- Paid sick and safe leave
- Benefits for part-time employees working 20+ hours/week, including medical, dental, vision, voluntary benefits, and parental leave