Customer Experience Agent

Posted: 11/13/2022

Responsible for performing a variety of Customer Care Center operational duties in a multi-bank environment. Perform a variety of requests relating to customer telephone and email inquiries; provide accurate banking information and quality service to customers and prospects. Provide support to customers and company personnel of all affiliates institutions and is able to resolve routine card related problems and various associated operational duties. Responsible for performing a variety of duties; provide direct customer service and support pertaining to Internet Banking services. Serve bank customers as an assigned teller, by processing a variety of transactions. Promote and cross-sell bank products and services to customers and prospects; actively participate in department referral and sales program. Provide support and assistance in the Marketing Initiatives and On-boarding Program.
 
Responsibilities:
  • Perform a variety of requests relating to companywide customer telephone inquiries; work as an active member of the Customer Care Center team as follows:
    • Answer the telephone within three (3) rings.
    • Provide accurate banking information and continually provides quality customer service to customers and prospects, has the ability to identify needs, problem solve and provide resolution to customer concerns related to banking inquiries within a timely manner.
    • Maintain customer confidentiality while performing various tasks associated with telephone inquiries.
    • Ability to answer telephone inquiries for both inbound main line telephone numbers and zero out Voice Response Units.
    • Ability to answer secondary express line telephone numbers as part of the marketing initiative.
    • Retrieve voicemail(s) for various banks and completes follow up calls to customers.
    • Track marketing initiated companywide calls as needed.
  • Perform a variety of customer service and general operational functions for customers of all affiliates and branch personnel needing card service support:
    • Customer Service Functions:
      • Transactions on Access, Credit, Check and Purchase cards.
      • Research cardholder inquiries and prepares a written response, if necessary.
      • Respond to request for credit card applications. Maintain a “working knowledge” of all card products so that responses can be provided when responded to potential and existing customer inquiries.
      • Provide assistance to Lending Officers, Branch personnel and other departments in support of all Card Services Operations.
    • General Operational Functions:
      • Customer correspondence
      • Closing accounts
      • Maintaining records/files
      • Verification
      • Address Changes
      • Lost/ stolen cards
  • Perform a variety of customer service and general operational functions for customers of all affiliates and branch personnel needing internet banking support; as well as supports internet banking initiatives:
    • Customer Service Functions:
      • Respond to internal and external customer inquiries and requests via telephone, email correspondence and online chat.
      • Research and resolves problems relating to internet banking account opening, new account applications and internet banking transactions.
      • Maintain and update profile at customer's request.
    • Internet Banking Initiatives:
      • Assist in ensuring that all product delivery and sales through the Internet Banking system are performed in accordance with established policies and procedures and conform to existing regulations.
      • Assist with implementing and maintaining new features and enhancements.
    • General Operational Functions:
    • Provide remote after hours, nights, weekends and holiday support on a rotating basis.
    • Remote support will include performing the duties including but not limited to the following:
      • Acknowledge and reply to customer emails, respond to customer service requests and complete other tasks as assigned.
      • Telephone support on Saturdays in the office on a rotating basis to coincide with the afterhours support schedule.
      • Pay Stipend benefit included for after hours, nights, weekends and holiday support shifts worked.
      • After hours support assigned on a rotating basis.
      • Serve bank customers as an assigned teller by processing a variety of transactions quickly and accurately, including, but not limited to the following:
      • Accept and process transfer transactions.
      • Accept and process all types of loan payments, credit card payments and other related payments.
      • Process loan advances.
      • Process incoming mail transactions.
      • Process certificate of deposit renewals, stop payment requests. Etc.
      • Process refunds.
      • Complete transaction log entries as required for various teller transactions.
  • Perform a variety of requests relating to companywide customer and prospect email inquiries and perform various general administrative duties as follows:
    • Monitor and manage e-mail channels to provide timely customer service.
    • Maintain the Customer Care Center Database
    • Type letters, email correspondence and other related papers.
    • File and organize documents, forms, reports and other related information.
    • Prepare, sort, and mail printed information and correspondence.
    • Receive and complete incoming mail requests.
    • Enter a variety of information into computer, perform data entry tasks as required, etc.
  • Maintain ongoing business relationships with present customers and develop relationships with prospects by promoting the banks products and services, recognizing upgrade or cross selling opportunities by:
    • Maintain a thorough knowledge of the features and benefits of all companywide bank products and services, with a focus on card services and internet banking products, in order to ascertain customer needs and to cross-sell in conjunction with these needs. Keep abreast of new products and rate information.
    • Monitor individual sales performance and actively participates in referral and sales program by utilizing referral system and software.
    • Provide sales information on a timely basis in order that this information may be included as part of monthly and year to dates sales performance reports.
  • Provide support and assistance in the delivery of the Marketing Initiatives, by performing outbound marketing calls to prospects and existing customers.
  • Provide support with the On-boarding Program by performing outbound thank you and survey calls.
  • Complete call logs, surveys, and reports “do not calls” to Customer Care Center Operations Officer, within a timely manner.
  • Maintain vital records, prepares and distributes reports. Maintain records for audit verification of specified banking application processing. Maintain legal and correspondence files. Prepare and distribute periodic reports as required.
  • Respond to inquiries relating to his/her particular area, or to requests from customers, other bank personnel, etc., within given time frames and within established policy.
  • Coordinate specific work tasks with other personnel within the department as well as with other departments in order to ensure the smooth and efficient flow of information.
  • Report pertinent information to the immediate supervisor as requested, or according to an established schedule; compile information as necessary or as directed and provides data to appropriate bank personnel.
  • Work nights, weekends and holidays as required. After hours support as assigned on a rotating basis. Schedule subject to change based on needs of department and customer demand.
  • All other duties as assigned.
 
Qualifications:
  • A high school diploma or GED.
  • Excellent communication (written & verbal) skills.
  • Current working knowledge of bank consumer products/services along with the operating policies and procedures that impact these products.
  • Proficient in Microsoft Office products.
  • Ability to understand basic HTML code is very desirable.
  • Must maintain confidentiality.
  • Working knowledge of Core bank systems is desirable.
 
Equal Employment Opportunity/Affirmative Action Employer Tompkins Financial Corporation is committed to the hiring, advancement and fair treatment of all individuals without regard to race, color, creed, religion, age, sex, national origin, disability, veteran status, marital status, family status, gender identity or expression, sexual orientation, and genetic information, or any other protected status in accordance with applicable federal and state laws.