Multi Channel Customer Experience Agent

Tompkins Community Bank•City of Batavia, NY

12d•Hybrid

About The Position

The Multi-Channel Customer Experience Agent serves as a first point of contact for customers across phone, email, Banno Conversations, chat, and other digital service channels. The role supports customer satisfaction and retention by resolving routine to moderately complex inquiries, assisting with digital banking and card-related needs, maintaining accurate documentation, and promoting a seamless, compliant banking experience. The agent provides personalized omni-channel support, assists with digital banking and entry-level treasury management services, and handles debit card activations, replacements, PIN resets, disputes, and fraud-related concerns. The role requires following identity verification, security, fraud prevention, and banking compliance procedures. The agent documents interactions in the CRM, supports contact center performance metrics, collaborates with colleagues and internal teams, and contributes to continuous improvement.

Requirements

High school diploma or equivalent required.
Four years of experience servicing customers through Customer Care Center queues in a banking or financial services environment required.
Strong customer service skills and experience using care center operations, systems, and tools.
Proficiency in Microsoft Office and comfort using multiple computer applications and CRM systems.
Strong written communication and problem-solving skills.
Highly organized and detail-oriented, with the ability to multitask in a fast-paced environment.
Collaborative and analytical approach focused on continuous improvement and customer satisfaction.
Ability to navigate multiple banking systems simultaneously.
Strong technical aptitude and ability to understand complex processes and procedures.

Responsibilities

Serve as an initial point of contact for customers by phone and through digital platforms.
Resolve routine to moderately complex customer inquiries on first contact when possible; escalate issues as needed while maintaining ownership and follow-up.
Track recurring customer issues to help reduce friction and improve service delivery.
Maintain knowledge of bank products, services, and promotions to support customer needs and identify relevant offers.
Assist customers with mobile and online banking, live chat, secure messaging, email, Banno Conversations, and other digital channels.
Identify and resolve login issues, transaction errors, and other digital access concerns.
Provide entry-level treasury management support for business online banking, including ACH, wires, and other cash management services for commercial clients.
Alternate between live chat, digital contact processing, and call support as assigned.
Perform identity verification and follow security protocols to protect customer information.
Monitor, identify, and escalate potential fraud or suspicious activity in accordance with policies and regulations.
Support debit card activations, replacements, and PIN resets in accordance with security protocols.
Investigate and report disputes, unauthorized transactions, and fraud claims.
Collaborate with team members, leadership, and internal teams to meet performance goals and resolve complex card-related, customer service, or operational issues.
Participate in training and team sessions and identify operational gaps to support continuous improvement.
Accurately document customer interactions and outcomes in the CRM system.
Support monthly contact center KPIs, including first call resolution, quality assurance, and schedule adherence.
Follow assigned schedules, including rotating shifts, weekends, holidays, and after-hours support as required.
Perform additional duties as needed to support Customer Care Center operations.