Senior Contact Center Representative
Amalgamated Bank
full-time
Posted on:
Location Type: Hybrid
Location: New York City • New York • 🇺🇸 United States
Visit company websiteSalary
💰 $41,500 - $51,000 per year
Job Level
Senior
About the role
- 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
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
Benefits
- Equal Opportunity and Affirmative Action Employer
- Encouragement for national service alumni to apply
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer servicecall handlingrefund processingtransaction recordingissue resolutionbill pay processingmobile bankingonline bankinganalytical skillsMicrosoft Office
Soft skills
communicationinterpersonal skillsproblem-solvingjudgmentcustomer satisfactionprofessionalismefficiencyconfidentialityattention to detailadaptability
Certifications
High School Diploma