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

• Shape contact center transformation strategies that redesign service experiences, leveraging AI, automation, and omnichannel engagement to improve customer satisfaction and operational performance
• Conduct customer journey, call driver, and interaction analytics to uncover insights and identify opportunities for deflection, automation, and experience improvement
• Design future-state contact center operating models, integrating people, process, and technology with AI-driven decisioning and intelligent routing capabilities
• Lead and facilitate client workshops and stakeholder engagements, using data and GenAI-powered insights to align on transformation priorities and business outcomes
• Support the development of business cases and financial models, quantifying value from automation (e.g., virtual agents, IVR modernization, agent assist) and efficiency gains
• Contribute to AI-enabled service innovation, including conversational AI, agent copilots, knowledge management, and predictive service solutions
• Collaborate with cross-functional teams (design, data, engineering) to translate strategy into implementation roadmaps and scalable transformation programs
• Support business development efforts, crafting proposals and thought leadership around next-generation contact center solutions and AI-driven service transformation

Senior Consultant, Contact Center Transformation

• Provides the highest level of customer service patients and incoming callers via telephone
• Answer incoming calls in a friendly, courteous, professional & positive manner
• Maintain accurate records by verifying/obtaining patient demographic & insurance information
• Forward calls to appropriate practice/department for additional follow-up
• Document and enter messages into practice management system
• Promptly address inbound email inquiries and requests from patients
• Handle making outbound calls to schedule patients upon request
• Work collaboratively & courteously with all other departments to ensure a positive patient experience

Patient Call Center Coordinator

• Process clients’ first notice of loss claim reports received through Zurich’s phone & non-phone reporting options in a timely and accurate manner
• Resolve complex claims inquiries and problems, judging when to pass complex queries on to or involve others to provide an effective service and clear advice to colleagues and customers
• Liaise with internal and external clients to exchange information, clarify facts, and resolve queries and/or problems efficiently
• Provide feedback and recommendations to the team to improve the quality of customer care
• Follow procedures to ensure adherence to the company’s risk and compliance policies

Claims Call Center Representative

• Answer all inbound calls with professionalism and customer service framework communication.
• Following up with all inbound calls by finding a resolution, documenting/relaying messages, and/or handling soft transfers as needed
• Assist with appointment scheduling related calls, follow up on missed appointments and confirmation calls (outbound calls)
• Triage all calls & callers to determine if it is a request/inquiry, complaint or grievance, to escalate, resolve and conduct service recovery.
• Identify and escalate emergency distress and/or client safety concerns calls to Senior Clerical for guidance or further escalation to management and/or clinical supervisors.
• Document and complete Call Center Form for data call log.
• Fulfill surveys/reports issued by Call Center Supervisor as needed.
• Complete Call Center task assignments provided by management team
• Maintain consistency with achieving daily/weekly phone operations and performance metrics and goals.
• Maintain confidentiality and always comply to HIPAA regulations.
• Assist with intake calls for case management as needed for coverage and staff call outs.
• Provide support to the clinical team and chart maintenance as needed.
• Perform other duties and tasks as assigned by Senior Clerical Team
• Perform other related duties and tasks as assigned by the Call Center Supervisor.

• Handle incoming and outgoing Proxy Solicitation and Information Agent calls.
• Handle a large volume of calls from an automated dialer.
• Manual research of contact information for shareholders.
• Solicit shareholder votes and accurately record voting instructions.
• Respond to shareholder inquiries using fact sheets and materials provided.
• Maintain an updated call center database by entering information.
• Produce results and maintain required performance metrics.

Bilingual Call Center Representative

• Architect, develop, and support cloud contact center solutions, including AWS Connect and related services
• Integrate and apply technologies such as AI, speech recognition, and voice biometrics to improve customer experience and operations
• Partner with cross-functional teams to define requirements, design call flows, and deliver omni-channel capabilities (email, chat, web, click-to-dial)
• Drive automation and analytics to strengthen reliability and insight (e.g., workforce tools, call recording, journey analytics)
• Maintain documentation, capture business processes, and create training materials to support ongoing delivery and support

Senior Unified Communications Contact Center Developer

• Lead a comprehensive operational assessment across people, processes, performance management, and customer experience, independent of the current platform configuration.
• Define the future-state contact center operating model, including workforce deployment, routing strategy, customer engagement, and performance management across 12-, 24-, and 36-month horizons.
• Develop a prioritized optimization roadmap with clear business cases, expected outcomes, implementation priorities, and ROI metrics.
• Identify operational and customer experience improvement opportunities leveraging Genesys Cloud capabilities, including: AI and self-service solutions
• Intelligent routing
• Workforce engagement management
• Analytics and reporting
• Omnichannel customer engagement
• Translate business opportunities into clear operational and business requirements for technical delivery teams.
• Establish KPI frameworks, governance models, and performance management processes, including ownership, reporting cadence, and operational review structures.
• Partner with operations leadership, supervisors, and frontline teams to redesign workflows, remove operational friction, and embed continuous improvement practices.
• Lead change management and user adoption initiatives, including communication planning, training strategy, leadership coaching, and operational enablement.
• Coach contact center leadership teams on best practices in workforce management, quality assurance, coaching, operational governance, and customer experience optimization.
• Serve as a trusted advisor to executive stakeholders by providing regular updates on progress, risks, priorities, and business outcomes.

Contact Center Operations & Optimization Consultant

• Provides communication support services, including general clerical, general information, way-finding, technical support, provider/service referral, patient registration, and scheduling services
• Collects, assesses, submits, processes and updates sensitive and confidential information
• Resolves patient access issues within limits and works with confidential information from various business systems and in accordance with multiple work-flow protocols
• Answers large volume of inbound inquiries by phone, email, and other electronic interfaces
• Follows prescribed protocol and Standard Operating Procedures to schedule patient appointments, resolve patient issues, respond to patient/physician inquiries, handle or redirect billing inquiries, handle patient/customer complaints and provide basic technical support
• Ensures appropriate use and distribution of Electronic Medical Record information
• During the call, makes independent decisions to act outside of the protocol to transfer, refer or resolve emergent situations
• Assesses the urgency of the situation and determines the appropriate action or referral source
• Accurately and efficiently uses appropriate business systems and/or software to navigate, interpret and analyze, report, troubleshoot, schedule appointments, register patients, record information, and document problem resolutions
• Answers patient calls using expert knowledge to respond to individual patient needs while adhering to specific protocols
• Determines when situations warrant contacting Administrators, on call physicians, Security or Public Relations
• Researches, resolves, and documents non-routine paging issues, which have impacted or delayed patient care
• As required, performs disaster protocols
• Resolves inquiries efficiently and escalates appropriately to ensure all calls are resolved/documented
• Anticipates, prioritizes, and maintains a balance between inbound and outbound activity, as well as other clerical and/or administrative activities
• Independently initiates outbound communications following prescribed protocol and standard operating procedures
• Monitors appointment schedules, systems, and resources
• Provides feedback and recommendations to achieve, monitor, and maintain efficiency, reducing cost, and reducing waste
• Alerts leads and supervisor to problems with systems, equipment, work stations, and resources in a timely manner to ensure the highest quality and quantity of service is provided at all times
• Responds to inquiries and provides information for patients, physicians, vendors and customers of Strong Memorial Hospital, Highland Hospital, University of Rochester Medical Center affiliate institutions, UR Medical Faculty Group, individual departments, persons or programs
• Keeps abreast of regulations and compliance requirements and applies best practices
• Attends and contributes to meetings and participates in training sessions to ensure understanding of and adherence to communication protocol, organizational target goals, updates systems, and requirements for documentation of communication activity
• Other duties as assigned

Call Center Representative II

• Support the design and implementation of conversational AI solutions across voice and digital channels, including intent modeling, dialog design, service journeys, and self‑service automation
• Contribute to product management activities for AI‑enabled service capabilities, including roadmap development, backlog definition, and feature prioritization
• Assist in delivering AI‑powered agent assist and modern agent desktop experiences that integrate real‑time knowledge retrieval, customer context, workflow orchestration, and recommendations
• Collaborate with cross‑functional teams across strategy, design, engineering, and data to deliver AI‑enabled contact center solutions from concept through deployment
• Participate in client workshops, solution design sessions, demonstrations, and research on emerging conversational AI and contact center technologies to inform solution development

Senior Consultant – Contact Center

• Responsible for leading and developing a fast-paced customer service and dispatch support team
• Oversee a team of Contact Center Representatives responsible for inbound call handling, service request intake, customer communication, and ticket management within ServiceNow
• Serve as the primary point of contact between the Contact Center and other internal departments including Operations, Accounting, Technical Support, Project Management, and Sales
• Supervise, mentor, and lead a team of Contact Center Representatives
• Manage 5-9 Contact Center Representatives
• Hire, onboard, and train Contact Center staff
• Provide ongoing coaching, mentoring, and performance feedback
• Conduct regular one-on-one meetings and team meetings
• Monitor employee attendance, scheduling, and adherence to assigned shifts and break schedules
• Foster a positive, professional, and team-oriented work environment
• Address employee performance concerns
• Oversee daily Contact Center operations including inbound calls, email management, and service ticket intake
• Ensure accurate and timely entry of service requests into ServiceNow
• Monitor workload distribution and staffing coverage to meet business demands
• Develop and maintain operational processes and documentation
• Analyze trends and provide actionable feedback to team members

Contact Center Manager

• Assist in conducting training needs assessments to identify skill gaps and development opportunities across various departments.
• Support the development and revision of engaging training materials, including presentations, participant guides, job aids, e-learning modules, and other instructional content.
• Coordinate logistics for training sessions, including scheduling, material preparation, and communication with participants and instructors.
• Facilitate introductory training sessions or components of larger programs as directed.
• Administer and maintain the Learning Management System (LMS), including uploading content, tracking completions, and generating reports.
• Collect and analyze feedback from training participants to identify areas for improvement and measure program effectiveness.
• Collaborate with subject matter experts (SMEs) to gather content and ensure accuracy and relevance of training materials.
• Research and recommend new learning technologies, methodologies, and best practices to enhance the learning experience.
• Assist in managing vendor relationships for external training programs and resources.
• Support the overall L&D team in various administrative tasks and projects as needed.

Associate Learning & Development Specialist – Healthcare Call Center

• Oversee and be accountable for Synchrony’s Contact Center Modernization (CCM) strategy, roadmap, delivery, and value realization
• Leverage Contact Center as a Service (CCaaS) to drive the transformation of legacy call center technologies and processes to a modern cloud-based contact center platform
• Serve as the executive program leader with a consumer-first mindset to deliver standout customer experiences and enhance frontline associate experiences
• Ensure modernization delivers a practical, intuitive, and scalable product grounded in servicing environments
• Translate insights into prioritized capabilities, partner on training/enablement, and adoption plans
• Drive the strategy, integrated planning, change management, risk and issues management, critical path, prioritization, and delivery of “epics” and capabilities
• Collaboratively execute on strategic groupings of multiple related capabilities that modernize the contact center
• Model a “listen, learn, and engage” approach—actively partnering across Operations, Technology, Product, Risk, Compliance, Training , HR , Workforce planning

SVP, Contact Center Modernization

• Deliver outstanding customer service to both external and internal clients, ensuring their financial needs are met.
• Protect customer accounts and information by maintaining privacy and accuracy; strictly follow call authentication procedures.
• Adhere to all applicable banking regulations.
• Identify and escalate calls involving concerns or suspicious activities as appropriate.
• Recommend solutions to resolve customer issues, ensuring first-call resolution through effective communication with management and relevant partners.
• Document and address complaints promptly and effectively in accordance with complaint management policies.
• Complete customer file maintenance, transactions, and requests in line with internal policies and procedures.
• Maintain adherence to call quality and service standards.
• Actively participate in call quality reviews and coaching sessions, implementing feedback to achieve or exceed individual and departmental objectives.
• Inform customers about Apple Bank’s range of products and services.
• Advocate for digital banking solutions to encourage customer self-service.
• Ensure compliance with call classification wrap-up codes, sales call logging, and Calabrio metadata logging during every customer interaction.
• Address general inquiries, provide basic ATM and debit card assistance, assist with online banking support, third-party vendor inquiries, and general questions about products and services.
• Perform additional duties and responsibilities as assigned.

Contact Center Representative – Level 1

• Foster stronger client relationships to drive successful outcomes
• Mentor junior staff to develop their skills and capabilities
• Analyze and implement process improvements for better effectiveness
• Collaborate with stakeholders to design impactful omnichannel strategies
• Maintain elevated standards of project delivery and client satisfaction
• Utilize diagnostic insights to inform strategic decision-making

Senior Associate, Contact Center Transformation

• Oversee Synchrony’s Contact Center Modernization strategy, roadmap, delivery, and value realization
• Drive AI-powered transformation including intelligent self-service and agent assist
• Modernize omnichannel customer engagement across voice, IVR, chat, SMS, and messaging
• Deliver measurable results across customer experience, agent productivity, operational robustness, and cost efficiency
• Define and execute Synchrony’s enterprise Contact Center Modernization vision and roadmap

• Develop and implement a strategic change management framework encompassing communication, training, adoption, and measurement aligned with program goals
• Facilitate defining a clear case for change tailored to stakeholders to build buy-in and commitment
• Perform audience and persona analysis to identify and understand all impacted user groups
• Define, design, and execute change management methods and activities to drive successful adoption throughout the program lifecycle
• Collaborate with key stakeholders to ensure visible sponsorship, advocacy, and alignment for the change
• Lead and partner with supporting teams to develop and execute comprehensive launch and sustainability plans
• Development and execution of communication plans leveraging multiple channels to ensure awareness and engagement
• Creation and maintenance of learning content including training materials, documentation, job aids, and e-learning modules
• Coordination and delivery of training sessions, webinars, hands-on workshops, and train-the-trainer programs
• Development OKRs and implement feedback loops, adoption/usage analytics, competency assessments, and readiness dashboards
• Partner with learning and development to create, onboard, and maintain comprehensive learning assets

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