Amalgamated Bank

Call Center Representative

• 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
• Assist with new hire training and shadowing
• Perform other duties as directed

Senior Contact Center Representative

• 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, inquiries, 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
• Assist with new hire training and shadowing
• Perform other duties as directed