Multi-Channel Customer Experience Agent

Tompkins Financial Corporation -
Batavia, NY

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Job Details

Full-time
$19.00 - $21.50 an hour

Benefits

Free parking
Profit sharing
Paid holidays
Health insurance
Dental insurance
Tuition reimbursement
Paid time off
Vision insurance
401(k) matching

Qualifications

High school diploma or GED

Full Job Description

Overview:

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

The Multi-Channel Customer Experience Agent serves as the first point of contact for customers, delivering a highly personalized and seamless service experience across multiple channels. This role is essential in ensuring customer satisfaction and retention by addressing inquiries, resolving issues, and promoting a smooth banking experience. The agent manages a variety of customer interactions, including inbound and outbound calls, email inquiries, Banno Conversations, and real-time engagement through Chat services.

Responsibilities:

Customer Interaction & Support
- Serve as the initial point of customer contact across phone and digital platforms, delivering a cohesive and responsive omni-channel experience that reflects the organization’s commitment to excellence.
- Resolve routine to moderately complex inquiries on first contact; escalate when necessary while maintaining ownership and follow-up.
- Track recurring issues reduce customer friction and improve service.

Digital Banking Support
- Assist customers with navigating digital banking platforms, including mobile and online tools.
- Identify and resolve login issues, transaction errors, and other digital access concerns.

Debit Card Assistance
- Support activations, replacements, and PIN resets while following security protocols.
- Investigate and report disputes, unauthorized transactions, and fraud claims.
- Collaborate with internal teams to resolve complex card-related issues

Digital Contact Processing:
- Alternate weeks focused on live chat and digital contacts without taking incoming calls.
- Deliver consistent, high-quality service across all digital channels, including live chat, secure messaging, and email, ensuring a seamless and unified customer experience.
- Demonstrate agility in switching between communication platforms while maintaining professionalism, accuracy, and empathy.
- Provides after-hours support assigned on a rotating basis. Work rotating shifts, weekends and holidays as required. Schedule subject to change based on needs of the department and customer demand.

Security & Compliance
- Follow identity verification protocols to protect customer data and prevent fraud.
- Monitor for suspicious activity and ensure compliance with internal policies and banking regulations

Team Collaboration & Communication
- Work closely with team members and leadership to achieve performance goals.
- Participate in training and team sessions to support continuous improvement.
- Identify operational gaps and collaborate with Customer Care Center leadership to enhance team effectiveness by ensuring the availability of appropriate tools, resources, and documented procedures.

Product Knowledge & Promotion
- Maintain knowledge of bank products, services, and promotions.
- Proactively identify and promote relevant offers during customer interactions.

Administrative & Operational Duties
- Accurately document customer interactions and outcomes in the CRM system.
- Follow assigned schedules, including rotating shifts, weekends, and holidays.
- Perform additional tasks as needed to support the Customer Care Center.

Qualifications:

High School Diploma or equivalent required.
Minimum of two (2) to four (4) years of experience servicing customers via all Customer Care Center queues in a banking or finance environment
Strong customer service skills with experience in care center operations, systems, and tools
Proficient in Microsoft Office and comfortable with various computer applications and CRMs
Excellent written communication and problem-solving abilities
Highly organized, detail-oriented, and able to multitask in a fast-paced environment
Collaborative and analytical, with a focus on continuous improvement and customer satisfaction

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

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Pay Range: USD $19.00 - USD $21.50 /Hr.

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