Multi Channel Customer Experience Agent

Overview

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.

Responsibilities

Position Goals

• 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. 

Key Responsibilities

Customer Experience and Inquiry Resolution

• Serve as an initial point of contact for customers across phone and digital platforms, providing a cohesive and responsive service experience. 

• Resolve routine to moderately complex customer inquiries on first contact whenever possible and escalate issues when needed while maintaining ownership and follow-up. 

• Track recurring customer issues to help reduce customer friction and improve service delivery. 

• Maintain knowledge of bank products, services, and promotions to support customer needs and identify relevant offers during interactions. 

Digital Banking and Multi-Channel Support

• Assist customers with mobile banking, online banking, live chat, secure messaging, email, Banno Conversations, and other digital contact channels. 

• Identify and resolve login issues, transaction errors, and other digital access concerns. 

• Provide entry-level treasury management support for business online banking, including ACH, wires, and other cash management services for commercial clients. 

• Alternate between live chat, digital contact processing, and call support as assigned to meet departmental and customer demand.

Risk Management and Compliance

• Perform identity verification and adhere to security protocols to protect customer information.

• Monitor, identify, and escalate potential fraud or suspicious activity in accordance with policies and regulations.

Debit Card, Fraud, and Security Support

• Support debit card activations, replacements, and PIN resets in accordance with established security protocols. 

• Investigate and report disputes, unauthorized transactions, and fraud claims. 

• Follow identity verification protocols to protect customer data and help prevent fraud. 

• Monitor for suspicious activity and support compliance with internal policies and banking regulations. 

Team Collaboration and Continuous Improvement 

• Work closely with team members and leadership to achieve individual and team performance goals. 

• Participate in training and team sessions to support continuous improvement. 

• Identify operational gaps and collaborate with Customer Care Center leadership to support the availability of appropriate tools, resources, and documented procedures. 

• Collaborate with internal teams to resolve complex card-related, customer service, or operational issues. 

Operational Performance and Documentation

• Accurately document customer interactions and outcomes in the CRM system. 

• Support monthly contact center KPI metrics, including first call resolution, quality assurance, and schedule adherence. 

• Follow assigned schedules, including rotating shifts, weekends, holidays, and after-hours support as required. 

• Perform additional duties as needed to support Customer Care Center operations. 

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.