Contact Center Representative I - Remote
About the position
Responsibilities
• Provide excellent customer service to external and internal customers to meet their financial needs.
• Safeguard customer accounts and information for privacy and accuracy, adhering to Call Authentication procedures.
• Comply with all banking regulations.
• Identify and escalate calls related to areas of concern or suspicious nature.
• Make recommendations to resolve customer issues to ensure first-call resolution by communicating with management and/or partners.
• Communicate and log complaints in an effective and timely manner while adhering to the Bank's Complaint Management Policy.
• Complete customer file maintenance, transactions, and requests following department and Bank policies and procedures.
• Adhere to call quality and services standards.
• Actively participate in Call Quality & Metrics coaching and implement agreed behaviors to meet and/or exceed individual and department goals.
• Educate customers regarding Apple Bank's products and services.
• Promote digital banking solutions to help drive customer self-service.
• Comply with department call classification wrap-up codes, as well as sales management and Calabrio metadata logging with each customer interaction.
• Work independently utilizing Bank/department resources to perform job functions.
• Perform other duties/responsibilities as assigned.
Requirements
• High school diploma or GED required.
• 1-2 years of experience in a banking environment; call center experience a plus.
• Excellent interpersonal, verbal, and written communication skills; including proper grammar and diction.
• Displays a positive attitude and is team-oriented.
• Demonstrate strong customer service skills.
• Candidate must have exposure to online banking application usage.
• Working knowledge of Microsoft Office programs (Word, Excel & PowerPoint).
• Working knowledge of online and mobile banking systems and bill payment service.
• Polished telephone skills with the ability to maintain quality of service under pressure.
• Ability to multitask between multiple systems.
• Strong analytical skills.
• Bilingual (Spanish) a plus.
• Ability to work a flexible schedule including nights and weekends.
• Ability to adhere to a pre-determined schedule.
Nice-to-haves
• Bilingual (Spanish) proficiency is a plus.
• Experience in a call center environment.
Apply Now
Apply Now
Responsibilities
• Provide excellent customer service to external and internal customers to meet their financial needs.
• Safeguard customer accounts and information for privacy and accuracy, adhering to Call Authentication procedures.
• Comply with all banking regulations.
• Identify and escalate calls related to areas of concern or suspicious nature.
• Make recommendations to resolve customer issues to ensure first-call resolution by communicating with management and/or partners.
• Communicate and log complaints in an effective and timely manner while adhering to the Bank's Complaint Management Policy.
• Complete customer file maintenance, transactions, and requests following department and Bank policies and procedures.
• Adhere to call quality and services standards.
• Actively participate in Call Quality & Metrics coaching and implement agreed behaviors to meet and/or exceed individual and department goals.
• Educate customers regarding Apple Bank's products and services.
• Promote digital banking solutions to help drive customer self-service.
• Comply with department call classification wrap-up codes, as well as sales management and Calabrio metadata logging with each customer interaction.
• Work independently utilizing Bank/department resources to perform job functions.
• Perform other duties/responsibilities as assigned.
Requirements
• High school diploma or GED required.
• 1-2 years of experience in a banking environment; call center experience a plus.
• Excellent interpersonal, verbal, and written communication skills; including proper grammar and diction.
• Displays a positive attitude and is team-oriented.
• Demonstrate strong customer service skills.
• Candidate must have exposure to online banking application usage.
• Working knowledge of Microsoft Office programs (Word, Excel & PowerPoint).
• Working knowledge of online and mobile banking systems and bill payment service.
• Polished telephone skills with the ability to maintain quality of service under pressure.
• Ability to multitask between multiple systems.
• Strong analytical skills.
• Bilingual (Spanish) a plus.
• Ability to work a flexible schedule including nights and weekends.
• Ability to adhere to a pre-determined schedule.
Nice-to-haves
• Bilingual (Spanish) proficiency is a plus.
• Experience in a call center environment.
Apply Now
Apply Now