Customer Support Shift Supervisor & Account Specialist

Amalgamated Bank is seeking a highly motivated Customer Support Shift Supervisor & Account Specialist to be responsible for the support of consumer and business customers, both inbound and outbound. Assists customers with related systems, products and services. Provides supervision, guidance, and coaching to Contact Center Representatives. Participates in marketing campaigns and product launches. Helps manager with ensuring quality control and customer service goals. Serves as primary customer agent specializing in all systems and products and acts as the first point of escalation for all customers. This is position is an on-site role.

By joining our team, you’ll be joining a Bank that believes that 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:

1. Assist with the supervision of Contact Center Representatives which includes trainings, planning, assigning duties and resolving problems
2. Serve as the first level of customer escalation for representatives and customers by addressing concerns in the capacity of a supervisor
3. Serve as primary commercial customer support for Online, Mobile Banking, Remote Deposit and ABFast issues. Troubleshoot, research and resolve those issues
4. Open/close accounts, verify accounts, accept loan applications, process stop payments, order statement copies, checks and Debit/ATM cards for various products
5. Assist commercial customers with onboarding for online, mobile, remote deposit and ABFast services
6. Develop job knowledge by assisting with product and system launches, marketing promotions, enhancements and upgrades
7. Assist with testing new customer products and services
8. Professionally and accurately respond to customer calls or emails regarding products, services and general questions and concerns
9. Keep records of customer transactions or interactions, recording details of customer complaints, inquires, comments as well as actions taken
10. Research and resolve customer questions, problems or service complaints
11. Issue or approve customer refunds in accordance with procedures
12. Cross-sell products and services when appropriate or as directed
13. Serve as back-up/overflow agent for CHAT and email communications as well as consumer calls
14. Oversee the outbound calling process and efforts related to referrals, acquisition and retention
15. Act as a central point of contact on all outbound calling campaigns
16. Work closely with Department Manager to ensure all department goals are met and customer satisfaction is high
17. Perform administrative duties as directed by manager

Knowledge, Skill, and Experience Requirements:

1. Five years' experience in the financial service industry and/or call center environment
2. High school diploma or equivalent
3. Ability to establish positive working relationships through leadership skills
4. Strong analytical skills to resolve issues and discrepancies
5. Good verbal/written communication and interpersonal skills
6. Strong knowledge of banking industry concepts, policies and procedures
7. Proficient knowledge of Microsoft office
8. Strong attention to detail and accuracy
9. Ability to multi-task

Our job titles may span more than one career level. The starting base salary for this role is between $44,000.00 – $64,000.00. 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. AmeriCorps, Peace Corps and other national service alumni are encouraged to apply. View our Pay Transparency Statement. Submission of a resume or any information regarding your 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, in person, with the hiring manager. Amalgamated Bank does not sponsor applicants for work visas.