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Contact Center Agent I
NBT Bank
Norwich, UAE
Full Time
Entry
4 weeks ago
Customer ServiceActive ListeningCommunicationComputer LiteracyTroubleshootingMultitasking
Free
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Customer ServiceActive ListeningCommunication
About the Role
NBT Bank is hiring a Contact Center Agent I to research, troubleshoot, and resolve customer inquiries via phone, message center, social media, and email. Requires a high school diploma, customer service experience preferred, and strong communication skills.
Key Skills for This Role
Customer ServiceActive ListeningCommunicationComputer LiteracyTroubleshootingMultitasking
Responsibilities
- Resolve consumer customer inquiries via one customer support channel using active listening and probing questions
- Provide customers with account, product or service information
- Source data across multiple banking systems to research and resolve customer inquiries
- Guide customers through basic troubleshooting steps
- Create a positive customer experience and achieve defined satisfaction goals
- Complete account, product maintenance and monetary customer transactions
- Ensure all security measures, policy and procedures are adhered to
Requirements
- High School Diploma or GED required
- Associates Degree preferred
- Customer service experience preferred
- Strong Communication skills, both written and verbal
- Great active listening skills
- A patient, empathic attitude
- Ability to work and learn in fast paced environment
- Ability to work quickly and accurately
- Ability to multitask
- Computer Literacy
- Basic Troubleshooting skills
- Must be able to work flexible hours
Full Job Posting
Overview
- 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.
Tasks Performed
- 55% Responsible for resolving consumer customer inquiries via one customer support channel.
- 20% Responsible for creating a positive customer experience and achieving defined satisfaction goals.
- 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.
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
Benefits for Full Time Employees
- Generous Paid Time Off: At least 22 days annually
- Parental Leave: Six weeks of paid leave at 100% of your salary
- Comprehensive Medical Coverage
- Dental and Vision Coverage
- Flexible Spending Accounts
- Employer Paid Disability Coverage
- Life Insurance
- Voluntary Benefits
- Retirement Plans: 401(k) with employer matching, Roth 401(k), and pension plan
- Adoption Assistance
- Tuition Reimbursement
- Employee Assistance Program (EAP)
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