Contact Center Agent III

NBT Bank

Contact Center Agent resolving complex customer inquiries via multiple channels at NBT Bank. Responsible for customer service excellence and training facilitation.

Posted 7/2/2026full-timeNorwich • New York, Pennsylvania • 🇺🇸 United StatesMid-LevelSenior💰 $2,261 - $3,015 per hourWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Associates degree and 3 years’ experience required.
Or equivalent combination of education and experience.
Bachelor’s degree preferred.
Customer service or technical support experience preferred.
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.
Advanced Trouble shooting skills.
Problem solving skills.
Attention to detail.
Knowledge of fraud types, trending and red flags.
Aptitude and capacity to train.
De-escalation skills.
Advanced knowledge of contact center applications and topics.
Analytical skills.

Benefits

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Problem SolvingAttention to DetailRisk AnalysisCustomer Inquiry ResolutionContact Center Applications Knowledge

Soft Skills

Strong Communication SkillsActive ListeningEmpathic AttitudeAbility to MultitaskAbility to Work in Fast Paced Environment

Certifications

Associates DegreeBachelor's Degree Preferred