On-Call Customer Experience Agent

Tompkins Financial
United States
Workplace: HybridFull timeUSD 18 - 19.5 hourlyFunction: Customer Success & Account ManagementSkills: ["Communication","Analytical skills","Conflict resolution","Independence","Organizational skills"]

Answer inbound calls in a multi-bank care center, handling routine customer service requests for products such as retail banking, debit cards, digital banking, and business banking/treasury management. Follow scripts and procedures while using customer information systems to provide accurate information, meet call handling quotas, and support customer retention. Cross-sell bank products, maintain knowledge of banking regulations, and work rotating shifts including weekends and holidays.

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Tompkins Financial
Tompkins Financial
4 months ago

On-Call Customer Experience Agent

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Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Answer inbound calls in a multi-bank care center, handling routine customer service requests for products such as retail banking, debit cards, digital banking, and business banking/treasury management. Follow scripts and procedures while using customer information systems to provide accurate information, meet call handling quotas, and support customer retention. Cross-sell bank products, maintain knowledge of banking regulations, and work rotating shifts including weekends and holidays.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Entry level

Key Responsibilities

  • •Manage inbound calls timely in a multi-bank environment.
  • •Receive and process telephone service requests for retail banking, debit cards, digital banking, business banking, and treasury management.
  • •Provide accurate, valid, and complete information using the right methods and tools.
  • •Meet personal/care center team targets and call handling quotas while following company policies and the Employee Handbook.
  • •Promote and cross-sell bank products and services; work rotating shifts, weekends, and holidays as required.

Pay and Benefits

Salary: USD 18 - 19.5 hourly

Key Requirements

  • •Minimum one (1) year banking or related customer service experience.
  • •Proficient reading, writing, grammar, mathematics, and interpersonal communication skills with strong analytical ability.
  • •Assertiveness with the ability to influence others; effective verbal and written communication.
  • •Ability to work in a fast-paced, multi-task environment with a high-disruption rate.
  • •Proficient in Microsoft Word and Excel; care center software experience is desirable.
Experience:BankingCustomer serviceFinancial services
Skills:CommunicationAnalytical skillsConflict resolutionIndependenceOrganizational skills
Languages:English
Tech Stack:Microsoft WordMicrosoft Excel

Company Brief

Tompkins Financial
Financial services holding company offering commercial and retail banking, wealth management, insurance, and employee benefits solutions through its subsidiary brands. Primarily serves individuals, businesses, and institutions across upstate New York and neighboring markets.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 250M to 500M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Ithaca, United States
Founded: 1836
WebsiteLinkedIn