Contact Center Representative – Level 1

🔥 0 minutes ago

🗽 New York – Remote

🗽 New York – Remote

💵 $40k - $50k / year

⏰ Full Time

🟢 Junior

📞 Call Center Representative

🚫👨‍🎓 No degree required

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Apple Bank

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1863

🛡️ Insurance

💼 Consulting

🏦 Banking

Insurance • Consulting • Banking

Apple Bank is a regional retail bank founded in 1863 that serves consumers and small businesses across New York (five boroughs, Long Island, Westchester, Rockland) and expanding into New Jersey and select other states. It offers a full range of deposit and lending products—checking and savings accounts, high-yield youth accounts, CDs, money market accounts, personal loans, mortgages, credit cards, and overdraft protection—along with investing, retirement planning, and life insurance services. Apple Bank provides both branch-based and digital banking (mobile deposits, online bill pay, Zelle, digital mortgage rate checks), emphasizes community-focused, neighborhood banking, FDIC-insured deposits, and financial education and fraud-protection resources.

📋 Description

• Deliver courteous and effective service to internal and external Apple Bank clients • Resolve client issues according to contact center protocols, complaint management procedures, and departmental standards • Promote Apple Bank products and services to address customers’ financial needs • Protect customer accounts and information by following privacy, accuracy, and call authentication procedures • Adhere to applicable banking regulations and escalate suspicious activities • Resolve customer issues and pursue first-call resolution with management and relevant partners • Document and address complaints according to complaint management policies • Complete customer file maintenance, transactions, and requests • Maintain call quality and service standards and participate in call quality reviews and coaching • Inform customers about banking products and services and promote digital banking self-service • Complete call classification, sales call logging, and Calabrio metadata logging • Handle general inquiries, ATM and debit card assistance, online banking support, vendor inquiries, and product questions • Perform additional duties as assigned

🎯 Requirements

• High school diploma or GED required • 0–1 years of banking environment experience 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 • Refined telephone etiquette and ability to deliver consistent service under pressure • Proficient in Microsoft Word, Excel, and PowerPoint • Knowledge of online and mobile banking platforms and bill payment services • Positive, team-oriented attitude • Ability to multitask across various systems • Willingness to work flexible schedules, including evenings and weekends • Ability to adhere consistently to a set schedule • Visa sponsorship not available

🏖️ Benefits

• Fully remote option available • Support in developing your potential to the fullest • Equal opportunity and inclusive workforce • Reasonable accommodations for known physical or mental limitations