Contact Center Representative- Level 1

Buffalo, NY, USA|Remote

Job Overview

Employment Type

Full-time

Compensation

Salary

Range $40,000.00 - $50,000.00

Work Schedule

Weekend Shifts

Benefits

competitive salary

Fully remote option

Opportunity for advancement

Training and Development

Paid Time Off

Health Insurance

Equal opportunity employer

Job Description

Apple Bank is a reputable financial institution that serves communities in Buffalo, Rochester, and Syracuse, NY, offering a wide range of banking services including personal, business, and digital banking solutions. Known for its commitment to customer service and community involvement, Apple Bank has built a strong reputation for reliability and innovation in the banking industry. Operating with a focus on convenience and accessibility, the bank provides its clients with a variety of financial products designed to meet individual and business needs. Having embraced modern technology, Apple Bank supports digital banking platforms, giving customers the option for seamless online and mobile banking experiences. The bank emphasizes employee development, a collaborative work environment, and delivering excellence to all clients. The position being offered is a Contact Center Representative I, which is an essential role within the bank's customer service department. This role operates primarily in a contact center setting with options for fully remote work, allowing applicants from Buffalo, Rochester, and Syracuse, NY to apply. The salary range for this position is $40,000 to $50,000, which reflects the bank’s commitment to offering competitive compensation while providing opportunities for professional growth within the company. Weekend and evening shift availability is preferred, highlighting the need for flexibility to meet clients’ needs during high-demand periods.

As a Contact Center Representative I, the successful candidate will be responsible for delivering courteous and effective service to Apple Bank clients, both internal and external. The representative will efficiently resolve client inquiries and issues according to established contact center protocols, complaint management procedures, and departmental standards. A key component of this role is actively promoting Apple Bank’s full range of banking products and services tailored to customers’ unique financial needs. Excellence in communication and problem-solving is critical, as the representative must secure first-call resolution while maintaining compliance with all applicable banking regulations. This role also requires the representative to protect customer account information by adhering to strict privacy and call authentication procedures. Monitoring quality assurance metrics and engaging in ongoing coaching sessions to improve service delivery is integral to the position. Additionally, the representative advocates for the bank’s digital banking services, encouraging customers to adopt convenient self-service options. The ability to handle a variety of banking queries ranging from ATM and debit card assistance to online banking support is essential. Overall, the role offers a dynamic and supportive environment for those passionate about customer service and banking, with opportunities for skill advancement and career development within Apple Bank.

Job Requirements

a high school diploma or GED
0-1 years of experience in a banking environment preferred
call center experience is advantageous
familiarity with online banking applications
strong interpersonal and communication skills
exceptional customer service abilities
excellent analytical and problem-solving skills
bilingual proficiency in Spanish is an asset
refined telephone etiquette
proficiency in Microsoft Office
knowledge of online and mobile banking platforms
positive team-oriented attitude
ability to multitask efficiently
willingness to work evenings and weekends
ability to adhere to schedule

Job Qualifications

a high school diploma or GED
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

Job Duties

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