Customer Experience Agent

Tompkins Financial
United States
Workplace: HybridFull timeUSD 18 - 19.5 hourlyFunction: Customer Success & Account ManagementExperience: 1+ yearsSkills: ["Communication","Interpersonal relations","Conflict resolution","Organization","Self-starter"]

Manage inbound customer calls in a multi-bank environment, handling routine service requests across Retail Banking, Debit Cards, Digital Banking, Business Banking, and Treasury Management. Follow scripts and procedures, use customer information systems, and provide accurate responses aligned with banking regulations. Meet care center call targets and quotas while cross-selling bank products through a digital referral program. Work rotating shifts, weekends, and holidays as needed.

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Tompkins Financial
Tompkins Financial
2 days ago

Customer Experience Agent

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Last checked: 3 hours agoStatus: Live

Job Summary

Manage inbound customer calls in a multi-bank environment, handling routine service requests across Retail Banking, Debit Cards, Digital Banking, Business Banking, and Treasury Management. Follow scripts and procedures, use customer information systems, and provide accurate responses aligned with banking regulations. Meet care center call targets and quotas while cross-selling bank products through a digital referral program. Work rotating shifts, weekends, and holidays as needed.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Manage inbound calls in a timely manner in a multi-bank environment.
  • •Receive and process telephone service requests for retail, debit cards, digital banking, business banking, and treasury management.
  • •Provide accurate, valid, and complete information to customers using the right tools and methods.
  • •Maintain knowledge of company procedures, policies, and banking regulations.
  • •Meet care center team targets and call handling quotas; follow policies and cross-sell bank products via the digital referral program.

Pay and Benefits

Salary: USD 18 - 19.5 hourly
Perks:Health InsuranceDentalVision401kProfit SharingPaid LeaveFree ParkingEmployee Referrals

Key Requirements

  • •Minimum one (1) year banking or related customer service experience.
  • •Proficient reading, writing, grammar and mathematics skills; strong interpersonal relations and communication skills.
  • •Must be assertive with the ability to influence others; effective verbal and written communication.
  • •Able to work in a fast-paced, multi-task environment with a high-disruption rate; resolve conflict with minimum negative impact.
  • •Proficient in Microsoft Word and Excel; Care Center software experience is desirable.
Experience:1+ yearsBankingCustomer service
Skills:CommunicationInterpersonal relationsConflict resolutionOrganizationSelf-starter
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