Multi-Channel Customer Experience Agent

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.

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Pay Range

USD $19.00 - USD $21.50 /Hr.