Contact Center Representative- Level 1

Essential Duties & 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.

Skills, Education, & Experience

• 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.