Contact Center Representative – Level 1

🕒 4 days 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

🏦 Banking

💸 Finance

Banking • Finance

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 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.

🎯 Requirements

• 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. • 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.

🏖️ Benefits

• Weekend and Evening Shift Availability Preferred