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Tompkins Community Bank · 7 hours ago

Customer Experience Agent

Batavia, NY

Full-time

Onsite

Entry Level

$18/hr - $18/hr

1+ years exp

Tompkins Community Bank is a financial institution seeking a Customer Experience Agent to enhance customer satisfaction and retention. The role involves managing inbound calls, processing service requests, and promoting bank products while maintaining a thorough knowledge of company policies and procedures.

BankingInsuranceWealth Management

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

Qualification

Customer service experienceEffective communication skillsMicrosoft WordMicrosoft ExcelInterpersonal relationsAnalytical abilityCare Center softwareConflict resolutionOrganizational skillsSelf-starterFast-paced environment

Required

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