Contact Center Representative – Level 1

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

📋 Description

• Provide exceptional customer service to both external and internal clients, ensuring their financial needs are fulfilled.

• Safeguard customer accounts and information by ensuring privacy and accuracy; diligently follow call authentication protocols.

• Comply with all relevant banking regulations.

• Recognize and escalate calls that involve concerns or suspicious activities as necessary.

• Propose solutions to address customer issues, aiming for first-call resolution through effective communication with management and relevant partners.

• Document and resolve complaints promptly and efficiently in accordance with complaint management procedures.

• Carry out customer file maintenance, transactions, and requests in accordance with internal policies and procedures.

• Maintain compliance with call quality and service standards.

• Actively engage in call quality evaluations and coaching sessions, applying feedback to meet or exceed individual and departmental goals.

• Educate customers about Apple Bank’s array of products and services.

• Promote digital banking solutions to foster customer self-service.

• Ensure adherence to call classification wrap-up codes, sales call documentation, and Calabrio metadata logging during every customer interaction.

• Handle general inquiries, provide basic ATM and debit card assistance, support online banking, assist with third-party vendor inquiries, and address general questions about products and services.

• Undertake additional duties and responsibilities as assigned.

⛳️ Requirements

• A high school diploma or GED is mandatory.

• 0-1 years of experience in a banking environment is preferred; call center experience is beneficial, along with knowledge of online banking applications.

• Strong interpersonal, verbal, and written communication skills.

• Outstanding customer service capabilities.

• Excellent analytical and problem-solving abilities.

• Bilingual proficiency in Spanish is a plus.

• Exhibits polished telephone etiquette and the ability to deliver consistent service quality under pressure.

• Proficient in Microsoft Office applications, including Word, Excel, and PowerPoint.

• Familiar with online and mobile banking platforms as well as bill payment services.

• Maintains a positive, team-oriented attitude.

• Capable of effectively multitasking across various systems.

• Willing to work a flexible schedule, including evenings and weekends.

• Ability to consistently follow a set schedule.

• Visa sponsorship is not available.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with company matching.

• Opportunities for professional development and career advancement.

• Paid time off and holidays.

• Employee assistance programs and wellness initiatives.