Contact Center Quality Analyst, Sr. jobs in Utica, NY

Pay Range : $16.00 - $21.14The 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. 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.

The 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.

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

Tasks Performed :

55% Responsible for resolving consumer customer inquiries via one customer support channel. Use active listening skills, ask probing questions to collect information needed to resolve customer inquiries.

Provide customer with account, product or service information. Source data across multiple banking systems in order to research and resolve customer inquiries.

Guide customers through basic troubleshooting steps Responsible for learning new products, and services in a fast-changing environment.

Accountable for meeting metric driven goals.

20% Responsible for creating a positive customer experience and achieving defined satisfaction goals on customer satisfaction surveys.

• 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.

Physical Requirements :

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

Last updated : 2024-04-03