[Remote] Contact Center Representative- Level 1

Note: The job is a remote job and is open to candidates in USA. Apple Bank is a financial institution seeking a Contact Center Representative I to provide exceptional service to both internal and external clients. The role involves resolving client issues, promoting the bank's products and services, and adhering to call quality metrics and departmental standards.ResponsibilitiesDeliver outstanding customer service to both external and internal clients, ensuring their financial needs are metProtect customer accounts and information by maintaining privacy and accuracy; strictly follow call authentication proceduresAdhere to all applicable banking regulationsIdentify and escalate calls involving concerns or suspicious activities as appropriateRecommend solutions to resolve customer issues, ensuring first-call resolution through effective communication with management and relevant partnersDocument and address complaints promptly and effectively in accordance with complaint management policiesComplete customer file maintenance, transactions, and requests in line with internal policies and proceduresMaintain adherence to call quality and service standardsActively participate in call quality reviews and coaching sessions, implementing feedback to achieve or exceed individual and departmental objectivesInform customers about Apple Bank’s range of products and servicesAdvocate for digital banking solutions to encourage customer self-serviceEnsure compliance with call classification wrap-up codes, sales call logging, and Calabrio metadata logging during every customer interactionAddress general inquiries, provide basic ATM and debit card assistance, assist with online banking support, third-party vendor inquiries, and general questions about products and servicesPerform additional duties and responsibilities as assignedSkillsA high school diploma or GED is required0-1 years of experience in a banking environment preferred; call center experience is advantageous, along with familiarity with online banking applicationsStrong interpersonal and verbal and written communication skillsExceptional customer service abilitiesExcellent analytical and problem-solving skillsDemonstrates refined telephone etiquette and the capability to deliver consistent service quality under pressureProficient in Microsoft Office programs, including Word, Excel, and PowerPointKnowledgeable in online and mobile banking platforms as well as bill payment servicesMaintains a positive, team-oriented attitudeCapable of efficiently multitasking across various systemsWillingness to work a flexible schedule, including evenings and weekendsAbility to consistently adhere to a set schedule0-1 years of experience in a banking environment preferred; call center experience is advantageous, along with familiarity with online banking applicationsBilingual proficiency in Spanish is considered an assetCompany OverviewAs the largest state-chartered savings bank in New York, with over $17.5B in assets, Apple Bank offers a full range of retail banking services to individuals and businesses across the five boroughs of New York City, Long Island, Westchester and Rockland counties, and New Jersey. It was founded in 1863, and is headquartered in New York, New York, USA, with a workforce of 1001-5000 employees. Its website is https://www.applebank.com.



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