Contact Center Representative- Level 1

Buffalo, NY, USA|Remote

Job Overview

Compensation

Salary

Range $40,000.00 - $50,000.00

Work Schedule

Weekend Shifts

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Remote work option

flexible schedule

Job Description

Apple Bank is a well-established financial institution serving the New York area, including Buffalo, Rochester, and Syracuse. Recognized for its commitment to personalized customer service and community involvement, Apple Bank offers a variety of banking products tailored to meet the needs of its clientele. With a strong emphasis on innovation and digital banking, the bank is dedicated to providing convenient, secure, and efficient banking solutions to both individual customers and businesses. The institution champions values of integrity, respect, and accountability, which shape its ongoing efforts to support customer financial goals and foster long-term relationships. Apple Bank also provides flexible work options, including fully remote opportunities, to accommodate a diverse workforce and enhance employee satisfaction.

The role of Contact Center Representative I at Apple Bank is a critical customer-facing position focused on delivering exceptional service to both internal and external clients. This opportunity is ideal for individuals seeking to develop their career in banking within a supportive and dynamic environment. The representative is responsible for responding to customer inquiries, resolving issues efficiently, and ensuring customer satisfaction while protecting confidential information and adhering to banking regulations. The position emphasizes active promotion of the bank's comprehensive product portfolio to help clients achieve their financial objectives. It requires strong problem-solving skills, professional communication, and the ability to navigate various banking systems with accuracy and attention to detail.

As part of the role, representatives work to uphold Apple Bank's high standards for call quality and customer interactions by following departmental protocols and participating in ongoing coaching. They are encouraged to advocate for digital banking solutions, enhancing the customer experience through self-service options. The position is designed for individuals comfortable working weekend and evening shifts, providing flexibility within a structured schedule. With a salary range of $40,000 to $50,000, this role offers a competitive compensation package and an opportunity to be part of a reputable financial institution committed to growth and excellence. Visa sponsorship is not available, and the employer emphasizes equal opportunity employment, promoting diversity and inclusion across all levels of the organization.

Job Requirements

High school diploma or GED required
0-1 years of experience in a banking environment preferred
Call center experience is advantageous
Familiarity with online banking applications
Strong interpersonal skills
Excellent verbal and written communication skills
Exceptional customer service abilities
Excellent analytical and problem-solving skills
Bilingual proficiency in Spanish is considered an asset
Ability to maintain telephone etiquette and service quality under pressure
Proficient in Microsoft Office including Word, Excel, and PowerPoint
Knowledge of online and mobile banking platforms
Positive and team-oriented attitude
Ability to multitask efficiently
Willing to work flexible hours including evenings and weekends
Ability to adhere to a consistent schedule
Visa sponsorship not available

Job Qualifications

High school diploma or GED
0-1 years of experience in a banking environment preferred
Call center experience advantageous
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 considered an asset
Demonstrates refined telephone etiquette
Capable of delivering 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