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Amalgamated Bank · 3 weeks ago

Senior Contact Center Representative

New York, NY, US

Full-time

Hybrid

Mid, Senior Level

$42K/yr - $51K/yr

3+ years exp

Amalgamated Bank is seeking a Sr. Contact Center Representative to join their high-impact team responsible for enhancing the client experience. This role involves addressing a variety of client inquiries, providing technical support, and ensuring customer satisfaction across multiple communication channels.

Banking

No H1B

Responsibilities

Confer with customers by telephone in a pleasant, professional and efficient manner to provide information about Amalgamated Bank’s products or services

Use effective skills to handle certain telephone standards such as call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects

Confirm customer information while maintaining confidentiality

Issue customer refunds in accordance with procedures

Fulfill customer service requests in accordance with policy and procedures

Process stop payments, order statement copies, checks and Debit/ATM cards for various products

Instruct customers with using Online Banking and assist with consumer and business related password resets

Keep records of customer transactions or interactions, recording details of customer complaints, inquires, comments as well as actions taken

Research and resolve customer questions, problems or service complaints via phone, email or CHAT

Research and provide resolution for all bill pay, person to person payments and mobile banking transactions

Cross-sell products and services when appropriate or as directed

Provide outbound acquisition, retention and referral support

Serve as back-up/overflow to provide technical and operational call center support to business clients for Online, Mobile Banking, Remote Deposit Capture, and ABFast issues, by utilizing all prescribed means to research and ensure customer satisfaction

Perform testing, as required, prior to system upgrades/releases

Qualification

Financial Service experienceCall Center experienceInternet banking knowledgeMobile technology experienceAnalytical skillsMicrosoft Office proficiencyJudgment in interactionsEffective communication

Required

Minimum 3- 5 years' experience within Financial Service industry and/or Call Center environment

High School Diploma or equivalent

Experience in internet banking and mobile technology

Experience dealing effectively with the public

Ability to correspond effectively via email and CHAT

Strong analytical skills to resolve issues and discrepancies

Proficient knowledge of Microsoft office

Ability to handle all interactions with sound judgment within areas of learned responsibility

Company

Amalgamated Bank

For over a century, Amalgamated Bank has been America’s Socially Responsible bank supporting thousands of people, organizations, causes and businesses.

Founded in 1923

New York, New York, USA

201-500 employees