Overview *Selected candidate must be able to work onsite at our 113 Main Street office in Batavia, NY three (3) days per week.* Responsible for answering inbound and placing outbound calls within a care center environment, responds to email inquiries and engages with customers through Banno conversations and chat service requests with the goal of providing excellent customer satisfaction and customer retention. Responsible for answering escalated calls from all channels for all bank products utilizing experience and advanced knowledge to addresses complex customer inquiries and problems, with a high degree of skill and ability to explain most complex matters to ensure customer satisfaction and retention. Mentors new team members and assists with acclimating them to Tompkins culture, policy and procedures and integration into the care center team. Responsibilities + Responsible for managing inbound calls & digital contacts in a timely manner in a multi-skill environment. + Responsible for answering escalated calls about more complex customer inquiries and problems and non-routine matters from all channels for all bank products + Receive and process telephone service requests, emails, Banno Conversations & Chat service requests, including but not limited to Retail Banking, Debit Cards, Digital Banking, Business Banking and Treasury Management + Entrusted to approve execution of various customer transactions and override certain account restrictions + Coaches new team members on best practices for handling inbound calls and assists with acclimating them to Tompkins culture, policy and procedures and integration into the care center team + Demonstrates and promotes commitment to providing a best in class experience for our internal and external customers + Maintain thorough knowledge of company procedures, policies and banking regulations. + Provide accurate, valid and complete information to customers by using the right methods/tools available to promote first contact resolution. + Identify process or procedure gaps and work with Customer Care Center management to ensure tools are available to help Customer Care Center team assist customers + Collaborate effectively with team members to achieve individual and team targets and call handling quotas. + Promotes and cross-sells bank products and services to customers and prospects; actively participating in promotional campaigns. + Work rotating shifts, weekends and holidays as required. After hours support as assigned on a rotating basis. Schedule subject to change based on needs of the department and customer demand + Participate in testing new care center software as required, and ad hoc project support + All other duties as assigned Qualifications + High School Diploma or equivalent and a minimum of three (3) years’ experience handling multi-channel escalations (email, chat, calls) with demonstrated proficiency in bank systems and bank products required. + Excellent verbal, written and interpersonal communication skills required. + Exceptional time management and organizational skills required. + Possesses advanced proficiency in reading, writing, grammar and mathematics + Experience with conflict resolution with minimum negative impact on all parties with intuitive soft skills. + Work independently with the ability to adapt to changing priorities and handle multiple tasks simultaneously in a fast-paced environment. + Must possess critical technical skills with forward-thinking capabilities + Proficiency in Microsoft Office Applications (Word, Excel), customer relationship management (CRM) software and other related technology tools Benefits + Medical + Dental + Vision + 401(k) Match + Profit Sharing + Paid Time Off + 11 Holidays + Tuition Reimbursement + Free Parking throughout Tompkins Community Bank + 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. For more information, please click here (https://jjk-ecomm-llpmc-prod.s3.us-east-2.amazonaws.com/posters/federal/FED-E-B-EEOC-FMLA-POLY\_49654.pdf) #communitybank Pay Range USD $20.50 - USD $25.00 /Hr.