Online Retail Banking Representative

Amalgamated Bank of NY•New York, NY

20h•$22 - $27•Hybrid

About The Position

This position is responsible for providing high-quality customer service in a variety of virtual customer service areas. The role involves presenting the full array of bank products to existing and potential customers and supporting online branch management in achieving performance metrics.

Requirements

High School Diploma or equivalent.
A minimum of two (2) years of customer service experience required.
Strong interpersonal and communication skills to build rapport with prospective and existing customers.
Must be flexible to work and/or transfer throughout the network, on an as needed basis.
Detailed knowledge of online banking procedures, regulations and all online branch related functions and terminal systems.

Nice To Haves

AmeriCorps, Peace Corps and other national service alumni are encouraged to apply.

Responsibilities

Perform all aspects of opening and maintaining a variety of accounts in accordance with Bank policy and procedure, including but not limited to the Bank’s CIP and customer service policies.
Proactively present and cross sell bank products, through probing questions and offer appropriate products and services based on customer responses. This is accomplished by utilizing the Client Relationship Notes form with current or potential customers. Participate in Bank promotions.
Perform all functions to open and maintain new and existing accounts.
Actively promote the Bank and its products and services.
Participate in sales calls, networking, and community activities.
Resolve customer complaints regarding sales, service or account issues. Respond to customer inquiries or complaints online or over the phone in a professional manner, which may include preparing and submitting written correspondence to respective departments.
Maintain correspondence with customers and back office by following-up to ensure resolution.
Demonstrate a comprehensive understanding of specific bank products and services while matching those products and services to individual customer needs.
Process incoming and outgoing mail and email requests.
Perform various administrative duties as directed by online branch manager.
Perform all RBR duties such as stop payment, check orders, atm/debit card orders, claims, statement requests, and other pertinent customer requests.
Research and investigate customer claims in archive area, in matters relating to missing deposits, missing checks, etc., in order to help resolve issues for customers in a timely manner.
Assist online officers in performing various online branch functions and branch reports, as requested.
Render priority services to customers in need of special handling.
Perform various related clerical duties as directed.
Knowledge and use of the Bank’s Redi system to keep current with updates to policy and procedures.