Senior Contact Center Representative

Sr. Contact Center Representative

Amalgamated Bank is seeking a Sr. Contact Center Representative! This is a highly visible, high-impact team responsible for every aspect of the consumer and business inbound and outbound client experience. You will partner with the Bank's Relationship Managers, Operations, Electronic Banking, and others to ensure that the client has an optimal experience in any situation. The Sr. Contact Center Representative will handle everything from general banking questions to troubleshooting technical issues with mobile and online banking via phone, email and CHAT across all market segments.

By joining our team, you'll be joining a Bank that believes that maintaining a diverse and inclusive workplace where everyone feels valued and respected is essential for us to grow as a company. We are dedicated to building a more equitable world in our everyday practices by embracing the values of our employees and customers.

Essential Job Functions

• 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

Knowledge, Skills and Experience Required

Our job titles may span more than one career level. The starting base salary for this role is between $41,500.00 - $51,000.00. The actual base pay is dependent upon many factors, such as : training, transferrable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future.

Amalgamated Bank is an Equal Opportunity and Affirmative Action Employer, Minorities / Females / Individuals with Disability / Veterans.

Hybrid Work Model

Effective February 18, 2025, employees in office-based positions will be working a Hybrid work schedule consisting of three days or more, on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence. This Hybrid work model does not apply to, and daily in-person attendance is required for, the contact center, branch service roles, and general services where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance does not apply to roles that have been designated as "remote".

Search Firm Representatives- Please Read Carefully

Amalgamated Bank does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for the position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.