Contact Center Representative I - Remote

Remote/Garden City
Salary Range: $40,000 - $60,000

The Contact Center Representative I provides friendly and efficient service to all customers, both internal and external, following department Customer Service and Quality Standards. The Representative follows established department guidelines and adheres to the established Contact Center Metrics. This position assists and resolves customer issues in an efficient and timely manner while adhering to Apple Bank’s Contact Center and Complaint Management procedures.

The Representative is responsible for the promotion and communication of all Bank products and services in order to meet the customer’s financial needs and adheres to call quality metrics in order to meet department call/quality standards on every customer interaction.

To be considered for a fully remote schedule within the Digital Banking Department, minimum travel requirements must be met:

* Employee daily commute requires crossing a bridge/tunnel, and/or
* Daily commute is 50 miles or more each way.
* Any employee initially hired for a fully remote work schedule may be required
to be at the office for initial training and nesting before starting a remote work
schedule.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Provide excellent customer service to external and internal customers to meet their financial needs.
• Safeguard customer accounts and information for privacy & accuracy and adheres to Call Authentication procedures.
• Comply with all banking regulations.
• Identify and escalate calls related to areas of concern or 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 the Bank’s Complaint Management Policy.
• Complete customer file maintenance, transactions and requests following department and Bank policies and procedures.
• Adhere to call quality and services standards
• Actively participates in Call Quality & Metrics coaching and implements agreed to behaviors to meet and/or exceed individual and department goals.
• Educate customers regarding Apple Bank’s products and services.
• Promote digital banking solutions to help drive customer self-service.
• Comply with department call classification wrap-up codes, as well as sales management, and Calabrio metadata logging with each customer interaction.
• Work independently utilizing Bank/department resources to perform job functions
• Perform other duties/responsibilities as assigned
• Level 1 representatives must show proficiency in:
  • General call inquiries.
  • Basic ATM & debit card inquiries.
  • Basic online banking support.
  • Third party vendor support.
  • General product and service inquiries.

SKILLS, EDUCATION, & EXPERIENCE

• High school diploma or GED required.
• 1-2 years of experience in a banking environment; call center experience a plus.
• Excellent interpersonal, verbal, and written communication skills; including proper grammar and diction.
• Displays a positive attitude and is team-oriented.
• Demonstrate strong customer service skills.
• Candidate must have exposure to online banking application usage.
• Working knowledge of Microsoft Office programs (Word, Excel & PowerPoint).
• Working knowledge of online and mobile banking systems and bill payment service.
• Polished telephone skills with the ability to maintain quality of service under pressure.
• Ability to multitask between multiple systems.
• Strong analytical skills.
• Bilingual (Spanish) a plus.
• Ability to work a flexible schedule including nights and weekends.
• Ability to adhere to a pre-determined 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.