Customer Experience Agent

About the role

This is a part-time position, scheduled for 20-24 hours per week. The schedule is typically Monday, Tuesday, and Thursday with every other Saturday. 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

• Manage 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
• Handle inbound and outbound calls of lesser complexity that are primarily routine or basic in nature
• 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 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
• Perform other related duties as assigned or directed
• Promote and cross‑sell bank products and services to customers and prospects; actively participate in department digital referral program
• Work rotating shifts, weekends and holidays as required; schedule subject to change based on department needs and customer demand

Qualifications

• 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
• 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
• Self‑starter with forward‑thinking capabilities and 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

Pay

Pay Range: USD $18.00 - USD $19.50 /Hr.