Tompkins Financial

2 months ago

Customer Experience Agent - Team Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 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

Website LinkedIn

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Tompkins Financial

2 months ago

Customer Experience Agent - Team Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

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

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

Website LinkedIn