Contact Center Representative I

Apple Bank•Garden City, NY

3d•$45,000 - $55,000•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. It also promotes the Bank’s products and services to address customers’ financial needs while meeting call-quality metrics and departmental benchmarks. The Representative handles general inquiries, account and file maintenance, transactions, customer requests, basic ATM and debit card assistance, online banking support, third-party vendor inquiries, and questions about products and services. The role protects customer information, follows banking regulations and authentication procedures, documents and escalates concerns as appropriate, and promotes digital banking self-service. The position is based in Garden City, New York, with a hybrid workplace arrangement. Visa sponsorship is not available.

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 in Microsoft Office programs, including Word, Excel, and PowerPoint.
Knowledge of online and mobile banking platforms and bill payment services.
Positive, team-oriented attitude.
Ability to multitask efficiently across various systems.
Willingness to work a flexible schedule, including evenings and weekends.
Ability to consistently adhere to a set schedule.

Nice To Haves

0–1 years of experience in a banking environment preferred.
Call center experience is advantageous.
Familiarity with online banking applications.
Spanish bilingual proficiency is considered an asset.

Responsibilities

Deliver outstanding service to external and internal clients and help meet their financial needs.
Protect customer accounts and information by maintaining privacy and accuracy and following call authentication procedures.
Adhere to applicable banking regulations.
Identify and appropriately escalate calls involving concerns or suspicious activities.
Resolve customer issues through effective communication with management and relevant partners, aiming for first-call resolution.
Document and address complaints promptly in accordance with complaint management policies.
Complete customer file maintenance, transactions, and requests in accordance with internal policies and procedures.
Maintain call-quality and service standards.
Participate in call-quality reviews and coaching sessions and apply feedback to meet or exceed objectives.
Inform customers about Apple Bank’s products and services and advocate for digital banking solutions that encourage self-service.
Follow call classification wrap-up codes and complete sales-call and Calabrio metadata logging during every customer interaction.
Address general inquiries and provide basic ATM and debit card assistance, online banking support, third-party vendor inquiry support, and information about products and services.
Perform additional duties and responsibilities as assigned.