NBT Bank

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

Customer Support

• 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.

Cash Management Support Specialist

Account Manager

• Provide high quality customer service for CAM clients regarding account inquiries that are primarily initiated by the client and transaction processing.
• Accept and transact orders for which you are properly registered.
• Establish, maintain and execute all administrative tasks on CAM to ensure they remain compliant by working with Operations and our internal compliance department.
• May entail proactive client outreach for maintenance of accounts.
• Other duties as assigned.

Account Management Administrator

Operations

• Independently performs complex commercial operational tasks within Operations functional areas.
• Utilize technical expertise in the designated area and resolve escalated issues, supporting customer service.
• Apply experienced knowledge of commercial loan structure and documentation, policy, procedures, regulations, and law to area of focus and ensuring adherence to loan approval and commercial loan documentation.
• Interpret and complete requests for data input, maintenance, verification, and data collection.
• Support both monetary and non-monetary transactions, which require reconciliation.
• Provide implementation support for projects including testing of release enhancements to loan accounting system and origination systems.
• Utilize a strong understanding of the loan accounting system and impact, provide guidance to staff and collaborate with peers, and managers to resolve issues and achieve goals.
• Create and update procedures, with supervisor’s approval, while ensuring compliance and following regulations.
• Prepare reports and furnish information to authorized persons within and including internal loan review audits.
• Foster and maintain inclusive, collaborative and courteous relationships with internal customers, colleagues and peers; inspire others and develop mutually-beneficial internal & external networks.

Operations Commercial Loan Specialist

• Completes customer due diligence and analyzes borrower’s industry and company financial information with oversight.
• Prepares spreads, written analysis and supporting underwriting exhibits, providing a comprehensive financial analysis of the borrower and guarantor’s financial condition to approving officers.
• Approvals will include documenting repayment capacity, industry comparisons and projections analysis when necessary.
• Independent analysis and production of both commercial C&I and CRE customers.
• On occasion, joins credit officers and commercial banking officers on client calls.
• Analyst will complete annual reviews with larger exposures and complexity levels to maintain asset quality.

Credit Analyst II

Learning and Development

• Responsible for the administration and ongoing maintenance, logistics and support of the Talent & LMS platform while working collaboratively with stakeholders.
• Creates, executes, and manages all LMS activities for successful delivery of corporate learning events including, but not limited to the development and execution of all learner communication; administration of content through NBT University in Workday Learning.
• Provides subject matter expertise on learning management technology, manages all aspects of the learner's participation to be sure they have access to training materials, pre-work assignments and monitors the process for successful completion of all learning content.
• Ensure accurate, timely reporting.
• Work closely with the Workday Systems Administrator to ensure data integrity and accurate reporting, this work includes all testing and communication/training of key stakeholders.
• Review Workday releases to determine potential impacts including (cost, time, reporting accuracy etc.) and define a solution and the roll out plan. Inform and prepare all stakeholders.
• Provide regular support to the Talent and Organizational Development Team, HRBP’s, Compliance Coordinators with administration and support of the learning and talent Workday modules.
• Manage all learning related scheduling, communications, and logistics for Corporate strategic programs - Star Impact, Emerging Leaders, Paths, Learning@NBT, includes others as they are developed.
• Responsible for Talent Development content library management. As needed work with stakeholder to define organizational development needs, research and recommend solutions including curriculum, delivery methods and logistics.
• Participates as an adjunct facilitator for the delivery of corporate content when needed.
• Independently reviews and approves employee applications for Undergraduate Tuition reimbursement program and oversees the budget related to this program. Oversees the reimbursement process for the Graduate Tuition Reimbursement program.

Talent Development Program, Logistics Administrator

• Identify small business and middle market customer issues or concerns within assigned book of business by listening and clarifying the customer's comments, researching system files, procedures, and guidelines to determine the action needed, then provide an accurate verbal or written response to the customer regarding existing coverage levels and recommend additional products or services to minimize coverage gaps when applicable.
• Process within the agency management system and/or carrier websites service and sales workload assigned following department and agency procedures. Ensure system documentation and all written communication to the customer is professional, thorough, concise, and free of typographical errors.
• Participate in routine department and agency meetings. Provide feedback and suggestions to enhance our customers' experience and overall department/agency efficiency
• Perform other duties as assigned

Account Manager II – Personal

Compliance

• Reporting to the Chief Compliance Officer, the Deputy is the second in command of the NBT Compliance department, has responsibility for several Compliance areas including Testing, Issues Management and Complaints.
• Ensure that the Compliance Management Program appropriately addresses the regulatory risks relative to each Line of Business overseen by Compliance.
• Provide compliance guidance, monitoring and oversight of effective Compliance Management Programs as a Subject Matter Expert of consumer compliance regulations.
• Actively participate in and provide management oversight on the development of the Compliance Program in response to changes in business activities, regulatory requirements and industry best practices.
• Provide reporting to the Chief Compliance Officer of testing scoping and outcomes, Issues Management remediation and completion, and trending and analysis of Complaints.