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About the Role

The Contact Center Representative I delivers courteous and effective service to all Apple Bank clients, resolving issues efficiently and promoting the Bank’s products and services while adhering to quality standards.

Responsibilities

• Deliver outstanding customer service to both external and internal clients, ensuring their financial needs are met.
• Protect customer accounts and information by maintaining privacy and accuracy; strictly follow call authentication procedures.
• Adhere to all applicable banking regulations.
• Identify and escalate calls involving concerns or suspicious activities as appropriate.
• Recommend solutions to resolve customer issues, ensuring first-call resolution through effective communication with management and relevant partners.
• Document and address complaints promptly and effectively in accordance with complaint management policies.
• Complete customer file maintenance, transactions, and requests in line with internal policies and procedures.
• Maintain adherence to call quality and service standards.
• Actively participate in call quality reviews and coaching sessions, implementing feedback to achieve or exceed individual and departmental objectives.
• Inform customers about Apple Bank’s range of products and services.
• Advocate for digital banking solutions to encourage customer self-service.
• Ensure compliance with call classification wrap-up codes, sales call logging, and Calabrio metadata logging during every customer interaction.
• Address general inquiries, provide basic ATM and debit card assistance, assist with online banking support, third-party vendor inquiries, and general questions about products and services.
• Perform additional duties and responsibilities as assigned.

Requirements

• A high school diploma or GED is required.
• 0-1 years of experience in a banking environment preferred; call center experience is advantageous, along with familiarity with online banking applications.
• Strong interpersonal and verbal and written communication skills.
• Exceptional customer service abilities.
• Excellent analytical and problem-solving skills.
• Bilingual proficiency in Spanish is considered an asset.
• Demonstrates refined telephone etiquette and the capability to deliver consistent service quality under pressure.
• Proficient in Microsoft Office programs, including Word, Excel, and PowerPoint.
• Knowledgeable in online and mobile banking platforms as well as bill payment services.
• Maintains a positive, team-oriented attitude.
• Capable of efficiently multitasking across various systems.
• Willingness to work a flexible schedule, including evenings and weekends.
• Ability to consistently adhere to a set schedule.
• Visa sponsorship not available.

Skills

• Interpersonal skills
• Verbal communication skills
• Written communication skills
• Customer service skills
• Analytical skills
• Problem-solving skills
• Telephone etiquette
• Service quality delivery
• Microsoft Office proficiency (Word, Excel, PowerPoint)
• Online banking platform knowledge
• Mobile banking platform knowledge
• Bill payment services knowledge
• Multitasking across systems

Location

• Buffalo, NY
• Rochester, NY
• Syracuse, NY

Work Type

• Fully Remote Option Available
• Weekend and Evening Shift Availability Preferred

Experience Level

• 0-1 years of experience in a banking environment preferred
• Call center experience is advantageous

Education Level

• High school diploma or GED

Salary/Compensations

• $40,000 - $50,000

Equal Opportunity

• We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other Federal or State legally-protected classes.