Call Center Associate

Pay Range: $19.17 - $25.57Responsible 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, and interacting with the Service Team to ensure resolution of any complaints or concerns from our client base.Education and Experience:Associate's degree and two (2) years' experience or equivalent combination of education and experienceSkills and Abilities: 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 customersStationary 75% of time or greaterMove Objects to Maximum 10 lbsWhy Work at NBTAt 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. WellbeingAt 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 InvolvementNBT 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. CultureNBT 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 DevelopmentWhether 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 RewardsNBT recognizes and rewards your contributions with competitive compensation, comprehensive benefits and performance-based incentives – ensuring you feel valued every step of the way. Business StabilityNBT 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: Incl