Customer Experience Agent

Tompkins Community Bank•City of Ithaca, NY

About The Position

Answers general inbound calls in a care center with the goal of customer satisfaction, and customer retention. Takes care of inbound calls of a lesser complexity that are primarily routine or basic in nature. Follows basic procedures and scripts, using fundamental knowledge to navigate company's customer information systems with a good knowledge of company, services, and products for retail customers. As incumbent gains knowledge and experience, the work review, call monitoring and supervision may be reduced.

Requirements

A minimum of one (1) year banking or related customer service experience
Proficient reading, writing, grammar and mathematics skills; proficient interpersonal relations and communication skills and a high analytical ability
Must be assertive with the ability to influence others. Effective verbal and written communication skills
Able to work in a fast-paced, multiple-task environment with a high-disruption rate
Resolve conflict with minimum negative impact on all parties
Work independently, prioritize work in order to meet goals in all areas
Must be a self-starter, with forward-thinking capabilities, and demonstrate good organizational skills
Proficient in Microsoft Word and Excel.
Care Center software experience is desirable

Nice To Haves

Care Center software experience is desirable

Responsibilities

Responsible for managing inbound calls in a timely manner in a multi-bank environment
Receive and process telephone service requests, including but not limited to Retail Banking, Debit Cards, Digital Banking and Business Banking and Treasury Management. Takes care of inbound and outbound calls of a lesser complexity that are primarily routine or basic in nature
Demonstrates and promotes a 100% commitment to providing a best in class experience for our internal and external customers
Maintain thorough knowledge of company procedures, policies and banking regulations
Provide accurate, valid and complete information to customers by using the right methods/tools available
Meet personal/customer care center team targets and call handling quotas
Follow all company policies and procedures as set forth in the Employee Handbook
Performs other related duties as assigned or directed
Promotes and cross-sells bank products and services to customers and prospects; actively participates in department digital referral program
Work rotating shifts, weekends and holidays as required. Schedule subject to change based on needs of the department and customer demand