Senior Contact Center Representative

Amalgamated Bank Of Ny•New York, NY

6d•Hybrid

About The Position

Amalgamated Bank is seeking a Sr. Contact Center Representative! This is a highly visible, high-impact team responsible for every aspect of the consumer and business inbound and outbound client experience. You will partner with the Bank’s Relationship Managers, Operations, Electronic Banking, and others to ensure that the client has an optimal experience in any situation. The Sr. Contact Center Representative will handle everything from general banking questions to troubleshooting technical issues with mobile and online banking via phone, email and CHAT across all market segments. By joining our team, you’ll be joining a Bank that believes that maintaining a diverse and inclusive workplace where everyone feels valued and respected is essential for us to grow as a company. We are dedicated to building a more equitable world in our everyday practices by embracing the values of our employees and customers.

Requirements

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

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