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Lead Customer Support Specialist

2 months ago

New York, New York, United States Amalgamated Bank of NY Full time
Job Overview

Amalgamated Bank is in search of a Senior Client Services Agent. This pivotal role is part of a dynamic team that oversees all facets of the inbound and outbound client interactions for both consumer and business segments. You will collaborate with the Bank's Relationship Managers, Operations, Electronic Banking, and various departments to guarantee that clients receive the highest level of service in all scenarios.

As a Senior Client Services Agent, your responsibilities will encompass a wide range of tasks, from addressing general banking inquiries to resolving technical issues related to mobile and online banking through various communication channels including phone, email, and chat.

Key Responsibilities:

  1. Engage with clients via telephone in a courteous, professional, and efficient manner to provide information regarding Amalgamated Bank's offerings.
  2. Utilize effective communication skills to manage telephone protocols such as call transfers, message taking, callbacks, holds, interruptions, and accidental disconnections.
  3. Verify client information while ensuring confidentiality is maintained.
  4. Process client refunds in accordance with established procedures.
  5. Address client service requests in line with company policies and procedures.
  6. Manage stop payments, order statement copies, checks, and Debit/ATM cards for various banking products.
  7. Guide clients in using Online Banking and assist with password resets for both consumer and business accounts.
  8. Maintain records of client transactions or interactions, documenting details of complaints, inquiries, comments, and actions taken.
  9. Investigate and resolve client questions, issues, or service complaints through phone, email, or chat.
  10. Research and provide solutions for all bill pay, person-to-person payments, and mobile banking transactions.
  11. Cross-sell products and services when appropriate or as directed.
  12. Provide outbound support for client acquisition, retention, and referrals.
  13. Act as a backup to deliver technical and operational support to business clients for Online, Mobile Banking, Remote Deposit Capture, and other banking issues, employing all available resources to ensure client satisfaction.
  14. Conduct testing as required prior to system upgrades or releases.

Qualifications:

  1. 3 to 5 years of experience in the Financial Services industry and/or Call Center environment.
  2. High School Diploma or equivalent.
  3. Proficiency in internet banking and mobile technology.
  4. Experience in effectively interacting with the public.
  5. Strong written communication skills for email and chat correspondence.
  6. Excellent analytical skills for resolving issues and discrepancies.
  7. Proficient in Microsoft Office applications.
  8. Ability to handle all interactions with sound judgment within areas of learned responsibility.

The salary for this position is competitive and will be determined based on various factors, including training, transferable skills, work experience, business needs, and market demands. This range is subject to change and may be adjusted in the future.

Amalgamated Bank is an Equal Opportunity and Affirmative Action Employer, welcoming applicants from diverse backgrounds, including minorities, females, individuals with disabilities, and veterans. We encourage applications from AmeriCorps, Peace Corps, and other national service alumni. Submission of a resume or any information regarding qualifications does not constitute a promise or offer of employment. At Amalgamated Bank, we consider an applicant to be someone who has interviewed at least once with the hiring manager. We do not sponsor applicants for work visas.