Contact Center Representative I

Buffalo/Rochester/Syracuse- NY Area (Fully Remote Option Available)
Salary Range: $40,000 - $50,000

The Contact Center Representative I provides friendly and efficient service to Apple Bank clients (both internal & external) and is responsible for resolving issues in an efficient and timely manner while adhering to contact center/complaint management procedures and department guidelines. The Representative promotes all Bank products and services to our customers to meet their financial needs and also follows call quality metrics, to meet department call and quality standards on each customer interaction.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Provide excellent customer service to external and internal customers to meet their financial needs.
• Safeguard customer accounts and information for privacy and accuracy and adhere to call authentication procedures.
• Comply with all banking regulations.
• Identify and escalate calls related to areas of concern or those of a 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 complaint management policy.
• Complete customer file maintenance, transactions, and requests following department and Bank policies and procedures.
• Adhere to call quality and service standards.
• Participate in call quality and metrics coaching on an active basis and implement agreed-upon behaviors to meet and/or exceed individual and department goals.
• Educate customers on Apple Bank’s products and services.
• Promote digital banking solutions to help drive customer self-service.
• Comply with department call classification wrap-up codes, sales management call logging, and Calabrio metadata logging with each customer interaction.
• Level I Representatives must also be able to handle the following: general call inquiries, basic ATM & debit card inquiries, basic online banking support, third-party vendor support, and general product and service inquiries.
• Perform other duties/responsibilities as assigned.

SKILLS, EDUCATION, & EXPERIENCE

• High school diploma or GED required.
• 0-1 years of experience in a banking environment; call center experience a plus and must have exposure to online banking application usage.
• Excellent interpersonal and communication (verbal + written) skills.
• Excellent customer service skills.
• Strong analytical skills.
• Bilingual (Spanish) a plus.
• Polished phone skills with the ability to maintain quality of service under pressure.
• Working knowledge of Microsoft Office programs (Word, Excel, and PowerPoint).
• Working knowledge of online and mobile banking systems and bill payment services.
• Display positive attitude and is team oriented.
• Ability to multitask between multiple systems.
• Ability to work a flexible schedule including nights and weekends.
• Ability to adhere to a predetermined schedule.

Visa sponsorship not available.

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.