On-Call Customer Experience Agent

Overview:

The Customer Experience Agent 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

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. 

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