Floating Operations Associate

Norwich, New York

Williamsville, NY

Full time

JR5208

Pay Range: $19.36 - $25.81

NBT Floating Operations Associates are an integral part of providing excellent customer service – both directly in our Contact Center and indirectly as part of our Operations teams. This role plays an integral part in our ability to meet peak customer demand.

When directly supporting our Contact Center customers, responsible for researching, troubleshooting, and resolving 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. NBT’s 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 escalate.

When focusing on operational tasks, responsible for performing moderately complex operations duties in support of department objectives. Requiring considerable knowledge of company policies and practices, the incumbent performs data collection, verification, maintenance, and input. Analyze information and make processing decisions based on established procedures and guidelines. This role supports both monetary and non-monetary transactions, which require reconciliation. Operational activities directly impact customer accounts, bank reporting, and real time information. May prepare reports and furnish information to authorized persons within and external to the bank. Provides guidance to all levels of employees regarding policies and procedures as they pertain to operational tasks performed.

Education and Experience:

• High School Diploma or GED required

• Associate's degree preferred

• Professional or 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 Requirements & Characteristics

• Ability to deliver high-quality work in a friendly and fast paced environment

• Ability and willingness to learn new skills

Tasks Performed:

• 40% - Process a variety of monetary/non-monetary tasks and/or transactions as assigned, which may include but are not limited to- account maintenance and verification, reconciliations, complex account transactions, and resolution of exception items.

• 25% - Responsible for resolving consumer customer inquiries via one customer support channel. Provide customer with account, product, or service information. Source data across multiple banking systems to research and resolve customer inquiries. Guide customers through basic troubleshooting steps. Accountable for meeting metric driven goals.

• 20% - Maintain proficient knowledge of and demonstrate ongoing compliance with all laws and regulations applicable to this position. Adhere to policies, procedures, and internal controls. Ongoing focus on risk and fraud mitigation. Complete account, product maintenance as well as complete monetary customer transactions. Ensures that all security measures, policy, and procedures are adhered to.

• 10% - 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.

• 5% - Other duties as assigned

Physical Requirements:

• Communicate effectively with internal and/or external customers

• Stationary 75% of time or greater

• Move Objects up to a Maximum of 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.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or assume sponsorship of an employment Visa at this time.

NBT Bank offers a stimulating work environment that recognizes talent and encourages teamwork. Our employees benefit from a total compensation package, including competitive salary, bonuses and a wide range of benefits for eligible employees. Join NBT Bank and build your career through the many growth, learning and collaborative opportunities made available across the company.

• EEO is the law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf)

• EEO is the Law Poster Supplement

• Pay Transparency Nondiscrimination Provision (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp\_%20English\_formattedESQA508c.pdf)

• Family Medical Leave Act (FMLA) Poster

• Employee Polygraph Protection Act (EPPA) (https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf)

NBT Bank is an equal opportunity employer and fully supports a diversified environment. We do not discriminate against any applicant or employee because of race, color, religion, sex, national origin, age, disability, sexual orientation, marital status or veteran status, recently separated veterans, genetic information, victims of domestic violence and stalking or any other class protected by Federal, State or local law. This policy applies to all terms of employment.

NBT Bank is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the Careers website or submission process, please call 1-888-804-1771 or contact us via email at [email protected]. The Human Resources Shared Service Center hours of operation are Monday through Friday, 8:00 AM to 5:00 PM EST.