Contact Center Representative - Team Lead

Tompkins Community Bank•City of Batavia, NY

7h•Hybrid

About The Position

Selected candidate must be able to work in the office three (3) days per week at our Batavia, NY Admin office or Ithaca, NY headquarters office. Responsible for delivering exceptional customer service by handling inbound and outbound calls, responding to email inquiries, and engaging with customers via Banno conversations and chat within a dynamic care center environment. Serves as a key escalation point for complex inquiries across all bank products, utilizing advanced knowledge and problem-solving skills to ensure customer satisfaction and retention. In addition to customer-facing responsibilities, this role plays a critical part in team development by mentoring new team members, facilitating their integration into the Tompkins culture, and guiding them through policies, procedures, and best practices. Acts as a trusted resource for peers, providing ongoing support and training to enhance team performance and service quality.

Requirements

High School Diploma or equivalent and a minimum of three (3) to five (5) years of experience in banking, with demonstrated proficiency in bank systems, products, and services across multiple customer service channels (email, chat, calls) required.
Proven experience in customer care center operations, including systems, tools, and procedures used to manage and resolve customer inquiries efficiently.
Demonstrated ability to take full ownership of issues, applying a variety of methods and resources to ensure complete and accurate resolution.
Strong written communication skills with the ability to craft clear, empathetic, and professional responses tailored to diverse customer needs.
Collaborative mindset with the ability to work cross-functionally to resolve complex customer issues.

Responsibilities

Serve as the initial point of customer contact across phone and digital platforms, delivering a cohesive and responsive omni-channel experience that reflects the organization’s commitment to excellence.
Resolve complex inquiries on first contact; escalate when necessary while maintaining ownership and follow-up.
Coach and mentor new team members on best practices for handling inbound calls, while supporting their integration into the Tompkins culture, policies, procedures, and team dynamics.
Demonstrate and promote a strong commitment to delivering a best-in-class experience for both internal and external customers.
Support team performance by modeling exemplary service behaviors and assisting peers with challenging interactions.
Collaborate with supervisors and other departments to ensure seamless issue resolution and continuous improvement in service quality.
Assist customers with navigating digital banking platforms, including mobile and online tools.
Identify and resolve login issues, transaction errors, and other digital access concerns.
Support activations, replacements, and PIN resets while following security protocols.
Investigate and report disputes, unauthorized transactions, and fraud claims.
Collaborate with internal teams to resolve complex card-related issues
Deliver consistent, high-quality service across all digital channels, including live chat, secure messaging, and email, ensuring a seamless and unified customer experience.
Prioritize First Contact Resolution (FCR) by thoroughly understanding customer needs and resolving inquiries or issues during the initial interaction whenever possible.
Demonstrate agility in switching between communication platforms while maintaining professionalism, accuracy, and empathy.
Leverage available tools to provide timely, informed, and personalized responses that align with the bank’s service standards.
Collaborate with internal teams to ensure continuity of service and resolution of complex issues that span multiple channels.
Provides after-hours support assigned on a rotating basis. Work rotating shifts, weekends and holidays as required. Schedule subject to change based on needs of the department and customer demand.
Follow identity verification protocols to protect customer data and prevent fraud.
Monitor for suspicious activity and ensure compliance with internal policies and banking regulations.
Collaborate with team members and leadership to meet individual and team performance goals, including call handling time, quality assurance, and customer satisfaction metrics.
Participate in training and team sessions to support continuous improvement.
Identify operational gaps and collaborate with Customer Care Center leadership to enhance team effectiveness by ensuring the availability of appropriate tools, resources, and documented procedures.
Maintain knowledge of bank products, services, and promotions.
Proactively identify and promote relevant offers during customer interactions.
Accurately document customer interactions and outcomes in the CRM system.
Follow assigned schedules, including rotating shifts, weekends, and holidays.
Perform additional tasks as needed to support the Customer Care Center.