NBT Bank

Customer Support

• Provide operational support for cash management products and services
• Fully support the Remote Deposit Capture product
• Set up business customers and create accounts for new companies
• Prepare contracts and maintain business customer files
• Monitor product usage and system operations
• Resolve customer and technical problems within given authority
• Install RDC scanners and troubleshoot related hardware and software issues
• Provide training assistance to business and internal customers on cash management products and services
• Address complex questions from external and internal customers regarding Business Online Banker, Positive Pay, ACH origination, ACH account assistance and other business products through calls and emails
• Act as liaison between customers, Fiserv and NBT Management
• Keep customers informed of new and revised services
• Review reports and prepare correspondence
• Ensure security measures, policies, procedures and controls are followed
• Participate in special department projects
• Assist other Operations Departments as needed
• Assist in training new employees
• Perform other duties as assigned
• Work is stationary 75% of the time or greater and involves moving objects up to 10 lbs

Cash Management Support Specialist

Operations

• Manage and process system-related daily tasks with minimal oversight, following documented procedures and policies within stated service standards
• Perform daily production tasks while meeting quality and quantity requirements
• Produce daily evidence and documentation of completed work
• Check evidence and documentation prepared by junior team members
• Communicate production issues, pending items, and stale items to the Manager or Team Lead
• Resolve issues independently and report outcomes
• Lead regularly scheduled team tasks and coordinate team members to complete tasks and documentation
• Mentor junior team members
• Anticipate and prioritize changing work demands with the team
• Identify processing issues and opportunities for control improvements
• Collaborate with the manager and peers to improve processes
• Perform other duties as assigned

Operations Specialist

Risk

• Establish and maintain third-party risk policies and procedures
• Identify, track, monitor, manage, and report issues
• Maintain current knowledge of third-party risk management best practices and regulations
• Perform comprehensive due diligence and ongoing monitoring of new and existing third parties
• Assess information security, financial viability, business continuity, compliance, offshore, and contractual risks
• Review contract language to meet regulatory requirements
• Review policies, audit reports, and evidence of security and business resiliency controls
• Prepare reports on information security and fraud risk metrics, third-party risk, ERM and information security KRI/KPI, and audit/remediation tracking
• Request, prepare, and conduct user entitlement reviews for technology applications and systems
• Prepare user listings, gather required data, and facilitate entitlement reviews with management
• Conduct training and awareness for the enterprise third-party risk application
• Provide occasional support for incident response and business continuity incidents or exercises
• Collaborate with and support company sectors, subsidiaries, and affiliates
• Perform other duties as assigned

Third Party Risk Analyst

• Provide full-range administrative and operational support to the Wealth Management Group
• Prepare and process correspondence, bills, tax payments, account maintenance, fee processing, account openings and closings
• Maintain administrative logs and perform daily balancing
• Ensure estimated and balance-due tax payments are made accurately and on time
• Upload tax information to applicable tax authorities and web-based platforms
• Process fees, free receipts, and deliveries
• Post transactions to the Trust Accounting System
• Create and distribute reports and letters
• Update spreadsheets, review transfer paperwork, and adjust cost basis
• Perform daily balance with the trust accounting vendor
• Process cash disbursements from Trust Accounts to escrow accounts
• Review charitable trust tax deposits on EFTPS and perform other tax-related duties
• Provide customer service to internal and external customers
• Inventory the vault quarterly and ensure items are documented for audit
• Perform other assigned duties

TSS Support Specialist

• Process monetary and non-monetary tasks and transactions, including account maintenance, verification, reconciliations, complex account transactions, and exception-item resolution
• 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
• Provide support to internal and external customers
• Cross-train on other team duties and provide coverage as needed
• Maintain compliance with applicable laws, regulations, policies, procedures, and internal controls
• Focus on risk and fraud mitigation
• Uphold service-level standards
• Assist with new employee training and onboarding
• Prepare reports and provide information to authorized persons
• Provide guidance to employees on operational policies and procedures
• Perform other duties as assigned

Operations Associate

Compliance

• Supports the Commercial Banking Process and Compliance Manager by executing key components of the Division’s process governance and first-line compliance framework.
• Responsible for ensuring alignment between regulatory requirements, internal policies, business processes, and system workflows across the commercial lending lifecycle.
• Focuses on the development, maintenance, and consistent application of procedures and process standards.
• Supports compliance monitoring and control activities.
• Translates regulatory requirements, audit findings, and business needs into clear, actionable procedures and operational practices.
• Plays a critical role in reinforcing execution discipline within the first line of defense.
• Partners with Business Operations, Compliance, Risk, and other stakeholders to support alignment between process design, system workflows (including nCino), and user execution.
• Provides day-to-day coordination of process updates, regulatory change implementation.

Compliance and Process Management Lead

Administration

• The BB SLA provides a full range of support to the Business Bankers, Branch Teams and Commercial Lenders in processing new loan requests and modifications to existing BB loans.
• Serves as a resource for internal/external customers, facilitates workflow of applications and related documentation, and ensures compliance with all aspects of applicable regulations and procedures.
• Interacts directly with Commercial customers, Attorneys, and other outside professionals to facilitate closings, all within service level agreements.
• Minimizes risk by ensuring loans are closed accordance with approval terms, in compliance with applicable policies and procedures, and safeguarding collateral perfection and collectability.
• Cure document deficiencies by working with relationship managers and directly with customers.
• The BB SLA focuses on more complex products and loan structures, including SBA 7A and 504 loans and construction loans.
• Train and mentor less experienced Team Members.
• Serve as point person for interbank training.
• Troubleshoot complex loan product, collateral perfection and loan documentation issues.
• May serve on projects, initiatives, committees and aid in process development as needed.

Senior Loan Administrator, Business Banking

Analyst

• Completes customer due diligence and analyzes borrower’s industry and company financial information with limited oversight.
• Prepares spreads, written analysis and underwriting documents providing a comprehensive financial analysis of the borrower and guarantor’s financial condition documenting repayment capacity, including industry comparisons, economic factors and projections.
• Utilizes enhanced cash flows, leverage ratios and can complete analysis on complex borrower structures when necessary.
• Joins credit officers and commercial banking officers on client and prospect calls in multiple markets.
• Analyst may assist Credit Team Leader in providing trainings to junior analysts.
• Analyst may complete or captain special projects if needed.
• Analyst will complete annual reviews with the largest exposures and complexity levels to maintain asset quality.

Credit Analyst III

Sales

• Responsible for the achievement of the banks first lien home lending closed volume goals and fee income goals, as well as controlling origination-related expenses in accordance with the business line budget.
• Provides leadership and technical expertise to assigned Home Lending Loan Originators in achieving volume goals and budget parameters.
• Responsible for the coordination of business development efforts for the Home Lending Department.
• Assists the Director of Home Lending Sales with coordination of marketing and product development efforts.
• Work as a team player in conjunction with the Directors of Home Lending Sales & Operations, Operations, and Secondary Market Management to assure the smooth operational process flow from origination to closing.
• Responsible for guidance and training of Loan Originators on the Bank's Home Lending Loan Origination System.
• Coordinate and manage business development and networking efforts with internal and external customers including business development calls to Realtors, Home Builders and other referral sources as well as participation in trade shows, educational events and or promotional events.
• Lead the development of productive referral relationships with branches and other Bank Business Partners in order to maximize mutual cross-selling opportunities and promote profitable growth within assigned states/region.
• Establish individual loan production goals for each assigned loan originator.
• Conduct quarterly coaching sessions with each loan originator to gauge performance to goal, update market changes/needs and provide business line metrics to assist tracking results to date.
• Assist with marketing and product development efforts including facilitating or performing market research, conducting profitability and feasibility analysis and making recommendations regarding product or promotional promotions.
• Work with Home Lending Operations Manager to ensure the smooth processing of loans from origination to closing and the achievement of established high quality customer service standards to include reduced turnaround closing times.
• Other duties as assigned.

Home Lending Sales Manager – New England Region

Call Center Representative

• Responsible for resolving both internal and external complex customer inquiries via multiple customer support channels.
• Performs advanced problem solving and troubleshooting assistance on various customer software applications.
• Analyze customer requests and customer behavior for risk, makes independent decisions and provide risk appropriate solutions to customers across multiple subject matters.
• Develop and facilitate contact center training including but not limited to classroom or remote instructions.
• Complete account, product maintenance as well as complete high-risk 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.
• The incumbent will support varied and complex customer inquiries through all channels.
• Supports consumer with all products.
• Effective customer service requires advanced knowledge of banking products and services required: loans, deposits, online & mobile banking, debit cards, and more.
• Ability to quickly assess complex situations, de-escalate, and identify alternative solutions is required.
• Advanced trouble shooting skills, awareness of frauds & red flags, and overall banking knowledge is necessary to make independent decisions and resolve customer concerns.

Contact Center Agent III

Associate

• Deliver high quality customer service and responsiveness to ensure fulfillment and satisfaction of both internal and external customers.
• Responsible for the efficient and timely processing of routine transactions and other related services accurately in accordance with policy and procedures.
• Responsible for identifying and referring sales opportunities to the appropriate business partner or line of business that will help fulfill the customer's need(s).
• Provide support for basic consumer deposit account opening as required.
• Engage in referral and relationship management in accordance with established objectives and goals.
• Identify customer opportunities through interactive and consultative conversations to assess and address the needs of the customer.
• Take ownership to resolve customer issues and complaints while delivering a high level of responsiveness.
• Participate in community events that support efforts with the Community Reinvestment Act CRA.
• Perform other duties as assigned and required.

Relationship Banking Associate

• Perform operational support duties for cash management products and services.
• Provide assistance to business customers and internal customers.
• Support the Remote Deposit Capture product; perform business customer setups; prepare contracts, maintain business customer files; monitor product usage and system operations; resolve problems.
• Comply with all policies and regulations and ensure that all security measures and controls are followed.
• Provide training assistance to business and internal customers on cash management products and services.
• Perform a variety of routine daily tasks; review reports, prepare correspondence; participate in special department projects.
• Address and resolve a wide range of complex questions from both external and internal customers regarding business banking services including Business Online Banker, Positive Pay, ACH origination, ACH account assistance and additional business products from incoming calls and emails.
• Fully support the Remote Deposit Capture product including account creation for new companies, scanner installations, customer training, assists with problem resolution.
• Ensure all security measures, policies, procedures and controls are adhered to.