Customer Experience Agent

Tompkins Community Bank • Ithaca, NY • 4d ago

Overview

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.

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

Qualifications

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

Benefits

Medical

Dental

Vision

401(k) Match

Profit Sharing

Paid Time Off

11 Holidays

Tuition Reimbursement

Free Parking throughout Tompkins Community Bank

Employee Referrals

EEO Statement

Tompkins is committed to a policy of Equal Employment Opportunity ("EEO") with respect to all team members and applicants for employment and a work environment free from discrimination (including unlawful harassment) based on race, color, religion, sex, sexual orientation, transgender status, gender non-conformity, gender identity, gender expression, national origin, age, marital status, domestic violence victim status, disability, predisposing genetic characteristics, military or veteran status or status in any group protected by federal, state, or local law.

For more information, please click here. (https://jjk-ecomm-llpmc-prod.s3.us-east-2.amazonaws.com/posters/federal/FED-E-B-EEOC-FMLA-POLY_49654.pdf)

communitybank

LI-hybrid

Pay Range

USD $18.00 - USD $18.00 /Hr.

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