Customer Experience Agent - Western New York

Tompkins Insurance Agencies • Batavia, NY

315d • $17 - $18 • Remote

About The Position

The Customer Experience Agent position at Tompkins Community Bank involves answering general inbound calls in a care center with the goal of ensuring customer satisfaction and retention. The role primarily handles inbound calls of lesser complexity that are routine or basic in nature. The agent will follow basic procedures and scripts, utilizing fundamental knowledge to navigate the company's customer information systems while maintaining a good understanding of the company's services and products for retail customers. As the agent gains knowledge and experience, the level of work review, call monitoring, and supervision may decrease.

Requirements

• A minimum of one (1) year of banking or related customer service experience.
• Proficient reading, writing, grammar, and mathematics skills.
• Strong interpersonal relations and communication skills with high analytical ability.
• Assertive with the ability to influence others.
• Effective verbal and written communication skills.
• Ability to work in a fast-paced, multi-task environment with a high disruption rate.
• Conflict resolution skills with minimal negative impact on all parties.
• Ability to work independently and prioritize work to meet goals.
• Self-starter with forward-thinking capabilities and good organizational skills.
• Proficient in Microsoft Word and Excel.
• Care Center software experience is desirable.

Responsibilities

• Manage inbound calls in a timely manner in a multi-bank environment.
• Receive and process telephone service requests, including Retail Banking, Debit Cards, Digital Banking, and Business Banking and Treasury Management.
• Demonstrate and promote a 100% commitment to providing a best-in-class experience for internal and external customers.
• Maintain thorough knowledge of company procedures, policies, and banking regulations.
• Provide accurate, valid, and complete information to customers using the appropriate methods/tools.
• Meet personal and customer care center team targets and call handling quotas.
• Follow all company policies and procedures as outlined in the Employee Handbook.
• Perform other related duties as assigned or directed.
• Promote and cross-sell bank products and services to customers and prospects; actively participate in the department's digital referral program.
• Work rotating shifts, weekends, and holidays as required, with a schedule subject to change based on departmental needs and customer demand.

Benefits

• Medical
• Dental
• Vision
• 401(k) Match
• Profit Sharing
• Paid Time Off
• 11 Holidays
• Tuition Reimbursement
• Free Parking throughout Tompkins Community Bank
• Employee Referrals

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed