Contact Center Representative – Level 1

📋 Description

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

• Safeguard customer accounts and information by upholding privacy and accuracy; strictly adhere to call authentication protocols.

• Comply with all relevant banking regulations.

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

• Suggest solutions to resolve customer issues, ensuring first-call resolution through effective dialogue with management and relevant partners.

• Promptly and effectively document and address complaints in accordance with complaint management policies.

• Complete customer file maintenance, transactions, and requests in alignment with internal policies and procedures.

• Maintain compliance with call quality and service standards.

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

• Educate customers about the range of products and services offered by Apple Bank.

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

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

• Address general inquiries, provide basic ATM and debit card support, assist with online banking queries, third-party vendor inquiries, and general questions regarding products and services.

• Execute additional duties and responsibilities as assigned.

⛳️ Requirements

• A high school diploma or GED is mandatory.

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

• Strong interpersonal skills and excellent verbal and written communication abilities.

• Outstanding customer service skills.

• Superior analytical and problem-solving capabilities.

• Bilingual proficiency in Spanish is considered advantageous.

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

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

• Knowledgeable about online and mobile banking platforms as well as bill payment services.

• Maintains a positive, team-oriented attitude.

• Capable of effectively multitasking across various systems.

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

• Ability to consistently follow a set schedule.

🏝️ Benefits

• Weekend and Evening Shift Availability Preferred