Customer Experience Agent

Selected candidate must be able to work in the office three (3) days per week at our Batavia, NY office or Ithaca, NY headquarters office.

About the role

The Customer Experience Agent answers general inbound calls in a care center with the goal of customer satisfaction and customer retention. Handles inbound calls of lesser complexity that are primarily routine or basic in nature. Follows basic procedures and scripts, using fundamental knowledge to navigate the company's customer information systems with a good understanding of company services and products for retail customers. As experience is gained, 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, Business Banking, and Treasury Management.
• 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 the department digital referral program.
• Work rotating shifts, weekends, and holidays as required. Schedule subject to change based on the needs of the department and customer demand.

Requirements

• A minimum of one (1) year of 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 minimal negative impact on all parties.
• Work independently, prioritize work 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

Pay

USD $18.00 - USD $19.50 /Hr.

Schedule

• Work rotating shifts, weekends, and holidays as required.
• Schedule subject to change based on the needs of the department and customer demand.
• Three (3) days per week in-office at Batavia, NY or Ithaca, NY headquarters.