[Hiring] Call Center Associate @NBT Bank

Role Description

Responsible for the delivery of exemplary service to our clients, plan sponsors, and their retirement plan participants within the call center. This includes but is not limited to:

• Explanation of retirement plan provisions
• Our technology offering
• Interacting with the Service Team to ensure resolution of any complaints or concerns from our client base

Qualifications

• Associate's degree and two (2) years' experience or equivalent combination of education and experience

Requirements

• Ability to read and interpret documents such as procedure manuals and technical procedures
• Ability to write routine reports and correspondence
• Ability to speak effectively with both internal and external contacts
• Ability to communicate effectively with clients
• Ability to project a positive attitude and professional demeanor
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Must have existing knowledge of advanced Microsoft Office applications with the emphasis on Word, Excel, PowerPoint, and Access

Tasks Performed

• 85% Actively field calls from our client base through the Participant Service center phone line. Provide support on products and services offered. Identify, research, document when necessary, and resolution to participant questions or concerns requiring follow up
• 10% Identify and escalate issues affecting the EPIC RPS client base to the Manager of the Participant Service Center as needed
• 5% Perform other duties as assigned

Physical Requirements

• Communicate effectively with internal and/or external customers
• Stationary 75% of time or greater
• Move Objects to Maximum 10 lbs

Benefits

• 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