What are the responsibilities and job description for the My NBT Agent position at National Bank and Trust?
Description:
- Answer incoming customer calls and provide accurate, satisfactory answers to their queries and concerns. Assist customers with questions regarding account balances, transfers, login credentials to the online banking system, wire transfers, as well as other questions.
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
- Inform customers about the bank’s products and services
- Guide callers through troubleshooting, navigating the banks website or using the products or services
- Review customer or client accounts, providing updates and information when necessary.
- Complete training annually and adhere to the Bank Secrecy Act (BSA) regulations, which mandate procedures to detect and prevent money laundering activities within a financial institution; this could involve tasks such as customer due diligence, assistance in suspicious activity reporting (SAR), and recordkeeping compliance.
- Collaborate with other call center professionals to improve customer service
- Reviewing maintenance reports for accuracy
- Processing incoming and outgoing wires
- Processing charged back checks and notifying customers
- Customer Service Skills
- Strong communication skills, both written and verbal
- Great active listening skills
- Exceptional interpersonal and rapport building skills
- A patient and empathetic attitude
- Strong time management and organizational skills
- Adaptability and flexibility
- Comfortable working in fast-paced environments
- Troubleshooting skills
- Computer literacy
- Phone skills
- Knowledge of NBT’s products and/or services
