Customer Experience Agent - Team Lead

Tompkins Financial
United States
Workplace: HybridFull timeUSD 22 - 25 hourlyFunction: Customer Success & Account ManagementExperience: 3-5 yearsEducation: high_schoolSkills: ["Communication","Mentoring","Problem-solving","Ownership","Cross-functional collaboration"]

Deliver exceptional, omni-channel customer service as a Team Lead by handling inbound/outbound phone calls, email inquiries, and digital interactions (Banno conversations and chat). Resolve complex banking questions across all products with first-contact resolution and proper escalation, while mentoring and onboarding new team members. Assist with digital banking and debit card support, maintain compliance and identity verification, document outcomes in the CRM, and rotate for after-hours/weekend/holiday coverage.

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Tompkins Financial
Tompkins Financial
4 months ago

Customer Experience Agent - Team Lead

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

Job Summary

Deliver exceptional, omni-channel customer service as a Team Lead by handling inbound/outbound phone calls, email inquiries, and digital interactions (Banno conversations and chat). Resolve complex banking questions across all products with first-contact resolution and proper escalation, while mentoring and onboarding new team members. Assist with digital banking and debit card support, maintain compliance and identity verification, document outcomes in the CRM, and rotate for after-hours/weekend/holiday coverage.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Serve as the initial point of customer contact across phone and digital platforms, delivering an omni-channel customer experience.
  • •Resolve complex inquiries on first contact; escalate when necessary while maintaining ownership and follow-up.
  • •Assist customers with digital banking issues, including navigation, login problems, transaction errors, and access concerns.
  • •Provide debit card assistance (activations, replacements, PIN resets) and investigate disputes, unauthorized transactions, and fraud claims.
  • •Coach and mentor new team members and support team performance; document outcomes in the CRM and rotate for after-hours/weekends/holidays as required.

Pay and Benefits

Salary: USD 22 - 25 hourly
Perks:MedicalDentalVision401kProfit SharingPaid Leave11 HolidaysFree ParkingEmployee Referrals

Key Requirements

  • •High school diploma (or equivalent) and 3–5 years of banking experience with proficiency across customer service channels (email, chat, calls).
  • •Proven customer care center experience using systems, tools, and procedures to efficiently manage and resolve inquiries.
  • •Ability to take full ownership of issues and ensure complete, accurate resolution using appropriate methods and resources.
  • •Strong written communication skills to craft clear, empathetic, professional responses for diverse customer needs.
  • •Collaborative, cross-functional mindset to resolve complex customer issues.
Experience:3-5 yearsBanking
Education:High School
Skills:CommunicationMentoringProblem-solvingOwnershipCross-functional collaboration
Languages:En-us
Tech Stack:BannoCRMLive chatSecure messagingEmail

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