At a Glance
- Tasks: Help customers with inquiries and provide top-notch service through various channels.
- Company: Join a stable financial institution that values community and employee growth.
- Benefits: Enjoy generous time off, medical coverage, and tuition reimbursement.
- Other info: Flexible hours and opportunities for career development await you.
- Why this job: Make a real impact while developing your skills in a supportive environment.
- Qualifications: High school diploma required; customer service experience preferred.
The predicted salary is between 38500 - 44000 £ per year.
The Contact Center Agent I is responsible for researching, troubleshooting, and resolving customer inquiries. Provide customers information regarding their deposit and loan accounts, as well as product or service information. Complete account, product maintenance as well as complete monetary customer transactions. Responsible for creating a positive customer experience and representing the NBT brand and core values. The Contact Center supports customer inquiries through phone, message center, social media, e-mail, and other channels. Focusing on a single customer support channel, the incumbent will satisfy customer inquiries directly and recognize non-standard transactions to elevate.
Education and Experience
- High School Diploma or GED required
- Associates Degree preferred
- Customer service experience preferred
Skills and Abilities
- Strong Communication skills, both written and verbal
- Great active listening skills
- A patient, empathic attitude
- A passion to support Customers
- Ability to work and learn in fast paced environment
- Ability to work quickly and accurately
- Ability to multitask
- Computer Literacy
- Basic Trouble shooting skills
Unique Job Characteristics and Requirements
- Must be able to work flexible hours
- Requires Saturday hours
Tasks Performed
- 55% Responsible for resolving consumer customer inquiries via one customer support channel. Use active listening skills, ask probing questions to collect information needed to resolve customer inquiries. Provide customer with account, product or service information. Source data across multiple banking systems in order to research and resolve customer inquiries. Guide customers through basic troubleshooting steps. Responsible for learning new products, and services in a fast-changing environment. Accountable for meeting metric driven goals.
- 20% Responsible for creating a positive customer experience and achieving defined satisfaction goals on customer satisfaction surveys. Represent the NBT Brand and uphold NBT core values.
- 10% Complete account, product maintenance as well as complete monetary customer transactions.
- 10% Ensures that all security measures, policy and procedures are adhered to.
- 5% 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
Why Work at NBT
At NBT we empower people to grow, innovate, and thrive through meaningful work, a supportive culture and opportunities to make a real impact in your community – because your success drives our success.
Wellbeing
At NBT, we value and support your wellbeing by offering generous time-off policies, wellness initiatives and flexible work arrangements, so you can thrive both personally and professionally.
Community Involvement
NBT believes community involvement fosters our success and the success of those around us. Through volunteer service and charitable partnerships, we empower our employees to make a positive impact beyond the workplace.
Culture
NBT believes in creating a workplace where every voice matters and every team member feels empowered to contribute. With supportive leadership, we foster an environment where employees are connected, inspired, and valued.
Career Development
Whether you’re just starting your career or serve in a senior leadership role, your growth and development are our priority. NBT provides a wide variety of development programs and tools for you to reach your full potential.
Total Rewards
NBT recognizes and rewards your contributions with competitive compensation, comprehensive benefits and performance-based incentives – ensuring you feel valued every step of the way.
Business Stability
NBT has built a reputation as a stable financial institution by growing our people and our business, evolving our processes and managing risk. We've weathered the market's ups and downs for over 165 years, all while charting a well-defined growth plan.
Benefits for Full-Time Employees
- Generous Paid Time Off: At least 22 days annually, prorated in the year of hire.
- Parental Leave: Six weeks of paid leave at 100% of your salary.
- Comprehensive Medical Coverage: Includes employer contributions to HSA for High Deductible Health Plan participants.
- Dental and Vision Coverage: Ensuring your overall health and well-being.
- Flexible Spending Accounts: For healthcare and dependent care expenses.
- Employer-Paid Disability Coverage: Both short-term and long-term, with an option to purchase additional long-term coverage.
- Life Insurance: Employer-paid basic life insurance, with an option to purchase supplemental coverage.
- Voluntary Benefits: Including hospital, accident, and critical illness coverage.
- Retirement Plans: Benefit from a 401(k) plan with employer matching, an optional Roth 401(k), and a pension plan to help secure your future.
- Adoption Assistance: Supporting your growing family.
- Tuition Reimbursement: Invest in your education and career growth.
- Employee Assistance Program (EAP): Access to support and resources.
- Pet Insurance: For all your furry friends.
- Financial and Banking Services: Various banking services benefits and financial planning assistance.
Benefits for Part-Time Employees
- Working 20+ Hours/Week Medical Coverage: Includes employer contributions to HSA for High Deductible Health Plan participants.
- Dental and Vision Coverage: Ensuring your overall health and well-being.
- Voluntary Benefits: Including hospital, accident, and critical illness coverage.
- Generous Parental Leave: Six weeks of paid leave at 100% of your salary.
Benefits for All Part-Time Employees
- Retirement Plans: Benefit from a 401(k) plan with employer matching, an optional Roth 401(k), and a pension plan for employees who work at least 1,000 hours in a calendar year, all designed to help secure your future.
- Paid Sick and Safe Leave: For your health and safety.
- Employee Assistance Program (EAP): Access to support and resources.
- Financial and Banking Services: Various banking services benefits and financial planning assistance.
Contact Center Agent I in Norwich employer: NBT Bancorp Inc.
At NBT, we pride ourselves on being an exceptional employer that prioritises employee wellbeing and growth. Our supportive culture fosters a sense of community involvement and empowers you to make a meaningful impact while enjoying generous benefits, including competitive compensation, comprehensive medical coverage, and extensive career development opportunities. Join us in a dynamic environment where your contributions are valued, and every voice matters.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Center Agent I in Norwich
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at NBT Bancorp Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like NBT Bancorp Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Center Agent I in Norwich
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to NBT Bancorp Inc.:Your cover letter is your chance to shine! Tell us why you want to work at NBT Bancorp Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at NBT Bancorp Inc.!
How to prepare for a job interview at NBT Bancorp Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
