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Customer Care Center Representative (Call Center)

Company: Tomkins VIST Bank
Location: Batavia
Posted on: June 12, 2021

Job Description:

Responsible for managing large amounts of inbound calls, emails and chats in a timely manner in a multi-bank environment. Performs a variety of requests relating to customer telephone, email and chat inquiries; provides accurate banking information and quality service to customers and prospects. Responsible for performing a variety of duties; provide direct customer service and support pertaining to Internet Banking and Card services. Promotes and cross-sells bank products and services to customers and prospects; actively participates in department referral and sales program.

Essential Duties:

  • Listen to customers questions and concerns, and provide accurate answers or responses
  • Identify and assess customers' needs to achieve satisfaction
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/customer care center team targets and call handling quotas
  • Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution where appropriate
  • Provide information about products and services
  • Follow communication procedures, guidelines and polices
  • Take the extra mile to engage, attract and retain customers
  • Works 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.
  • High school diploma or equivalent
  • One (1) year banking or related customer service experience normally required. Previous customer support call center experience is a plus.
  • Proficient reading, writing, grammar, analytical, mathematical and problem solving skills;
  • Proficient interpersonal relations and communicative skills; a working knowledge of bank consumer products/services along with the operating policies and procedures that impact these products; proficient computer and typing skills; moderate report writing, Microsoft Office Suites
  • Customer centric with an ability to adapt/respond to different types of customers.
  • Ability to multi-task, prioritize and manage time effectively.
  • Maintain strong phone contact handling skills and active listening.
  • Strong aptitude for and working knowledge of personal computers and related software; working

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.

Keywords: Tomkins VIST Bank, Rochester , Customer Care Center Representative (Call Center), Other , Batavia, New York

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