Contact Center Representative – Level 1

This is a fully remote position, open to applicants in New York.

📋 Description

• Provide polite and efficient service to both internal and external clients of Apple Bank.

• Address client concerns in line with contact center protocols, complaint management processes, and departmental guidelines.

• Advocate for Apple Bank's products and services to meet customers’ financial requirements.

• Safeguard customer accounts and information by adhering to privacy standards, accuracy, and call authentication practices.

• Comply with relevant banking regulations and escalate any suspicious activities.

• Resolve client issues aiming for first-call resolution in collaboration with management and relevant partners.

• Record and manage complaints in accordance with complaint management policies.

• Perform maintenance on customer files, transactions, and requests.

• Uphold call quality and service standards while participating in call quality evaluations and coaching sessions.

• Update customers about banking products and services while encouraging the use of digital banking self-service options.

• Conduct call classification, sales call logging, and Calabrio metadata recording.

• Manage general inquiries, provide assistance with ATM and debit cards, support online banking, address vendor inquiries, and answer product-related questions.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• High school diploma or GED is mandatory.

• Preferred experience of 0–1 years in a banking environment.

• Call center experience is a plus.

• Familiarity with online banking applications is essential.

• Strong interpersonal, verbal, and written communication skills are required.

• Outstanding customer service skills.

• Excellent analytical and problem-solving capabilities.

• Bilingual proficiency in Spanish is viewed as an asset.

• Polished telephone etiquette with the ability to maintain consistent service under pressure.

• Proficient in Microsoft Word, Excel, and PowerPoint.

• Understanding of online and mobile banking platforms along with bill payment services.

• Positive, team-oriented mindset.

• Ability to multitask across different systems.

• Willingness to work flexible hours, including evenings and weekends.

• Consistent adherence to a set schedule is necessary.

• Visa sponsorship is not available.

🏝️ Benefits

• Fully remote work option is available.

• Support for developing your potential to the fullest.

• Commitment to equal opportunity and an inclusive workforce.

• Reasonable accommodations for known physical or mental limitations.