Multi Channel Customer Experience Agent

Multi-Channel Customer Experience Agent

The Multi-Channel Customer Experience Agent serves as a first point of contact for customers across phone, email, Banno Conversations, chat, and other digital service channels. This role supports customer satisfaction and retention by resolving routine to moderately complex inquiries, assisting with digital banking and card-related needs, maintaining accurate documentation, and promoting a seamless, compliant banking experience.

Key Responsibilities

• Deliver a consistent, personalized, omni-channel customer experience that supports customer satisfaction, retention, and service excellence.
• Resolve routine to moderately complex customer inquiries efficiently while maintaining ownership through follow-up or appropriate escalation.
• Support customer access to digital banking, debit card services, treasury management tools, and other banking solutions with accuracy and professionalism.
• Protect customer information and reduce operational risk by following identity verification, fraud prevention, and banking compliance requirements.
• Contribute to Customer Care Center performance by meeting service metrics, documenting interactions accurately, identifying recurring issues, and supporting continuous improvement.

Qualifications

• High school diploma or equivalent required.
• Four years of experience servicing customers through Customer Care Center queues in a banking or financial services environment required.
• Strong customer service skills with experience using care center operations, systems, and tools.
• Proficiency in Microsoft Office and comfort using multiple computer applications and CRM systems.
• Strong written communication and problem-solving skills.
• Highly organized and detail-oriented, with the ability to multitask in a fast-paced environment.
• Collaborative and analytical approach with a focus on continuous improvement and customer satisfaction.
• Ability to navigate multiple banking systems simultaneously.
• Strong technical aptitude with the ability to understand complex processes and procedures.

Benefits

• Medical
• Dental
• Vision
• 401(k) Match
• Profit Sharing
• Paid Time Off
• 11 Holidays
• Tuition Reimbursement
• Free Parking throughout Tompkins Bank & Trust
• Employee Referrals

EEO Statement

Tompkins is committed to a policy of Equal Employment Opportunity ("EEO") with respect to all team members and applicants for employment and a work environment free from discrimination (including unlawful harassment) based on race, color, religion, sex, sexual orientation, transgender status, gender non-conformity, gender identity, gender expression, national origin, age, marital status, domestic violence victim status, disability, predisposing genetic characteristics, military or veteran status or status in any group protected by federal, state, or local law.

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Pay Range USD $19.00 - USD $21.50 /Hr.