Contact Center Representative I

Apple Bank•Garden City, NY

2d•Hybrid

About The Position

The Contact Center Representative I delivers courteous and effective service to Apple Bank’s internal and external clients. The role resolves client issues in accordance with contact center protocols, complaint management procedures, and departmental standards; promotes the Bank’s products and services to meet customers’ financial needs; and meets call quality metrics and service benchmarks. The Representative protects customer information, follows banking regulations and authentication procedures, handles inquiries and transactions, and supports digital banking self-service. The position is based in Garden City, New York, and is hybrid.

Requirements

High school diploma or GED.
Strong interpersonal, verbal, and written communication skills.
Exceptional customer service abilities.
Excellent analytical and problem-solving skills.
Refined telephone etiquette and the ability to deliver consistent service quality under pressure.
Proficiency with Microsoft Office programs, including Word, Excel, and PowerPoint.
Knowledge of online and mobile banking platforms and bill payment services.
Positive, team-oriented attitude and ability to multitask across various systems.
Willingness to work a flexible schedule, including evenings and weekends, and ability to consistently adhere to a set schedule.

Nice To Haves

0–1 years of experience in a banking environment.
Call center experience.
Familiarity with online banking applications.
Bilingual proficiency in Spanish.

Responsibilities

Provide outstanding service to internal and external clients and address their financial needs.
Protect customer accounts and information by maintaining privacy and accuracy and following call authentication procedures.
Adhere to applicable banking regulations and escalate concerns or suspicious activity as appropriate.
Recommend solutions and work with management and relevant partners to resolve customer issues, with a focus on first-call resolution.
Document and address complaints promptly in accordance with complaint management policies.
Complete customer file maintenance, transactions, and requests according to internal policies and procedures.
Maintain call quality and service standards; participate in quality reviews and coaching, and apply feedback to meet or exceed objectives.
Inform customers about Apple Bank products and services and promote digital banking solutions for self-service.
Follow call classification wrap-up codes and complete sales call and Calabrio metadata logging for every customer interaction.
Address general inquiries, provide basic ATM and debit card assistance, support online banking, respond to third-party vendor inquiries, and answer general questions about products and services.
Perform additional duties and responsibilities as assigned.