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Senior Contact Center Representative
2 months ago
Amalgamated Bank of NY is seeking a highly skilled and experienced Senior Contact Center Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional service to our clients, resolving complex issues, and promoting our products and services.
Key Responsibilities:- Provide top-notch customer service via phone, email, and chat, ensuring that clients have an optimal experience in any situation.
- Partner with Relationship Managers, Operations, Electronic Banking, and other teams to ensure seamless client interactions.
- Handle general banking questions, troubleshoot technical issues, and resolve customer complaints in a professional and efficient manner.
- Use effective communication skills to handle call transfers, take messages, and provide call backs, holds, and interruptions.
- Confirm customer information while maintaining confidentiality and issue customer refunds in accordance with procedures.
- Fulfill customer service requests in accordance with policy and procedures, process stop payments, and order statement copies, checks, and Debit/ATM cards.
- Keep records of customer transactions or interactions, recording details of customer complaints, inquiries, comments, and actions taken.
- Research and resolve customer questions, problems, or service complaints via phone, email, or chat.
- Cross-sell products and services when appropriate or as directed, and 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.
- Minimum 3-5 years of experience in the 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.
Our job titles may span more than one career level. The starting base salary for this role is between $41,500.00 and $51,000.00, dependent upon many factors, such as training, transferrable skills, work experience, business needs, and market demands. Amalgamated Bank of NY is an Equal Opportunity and Affirmative Action Employer, Minorities / Females / Individuals with Disability / Veterans. AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply.
