Contact Center Representative- Level 1

Apple Bank for Savings; Buffalo (NY); On-site; USD 40,000 - 50,000; Full time

Job summary

Apple Bank for Savings is seeking a Contact Center Representative I to deliver courteous, effective service to clients across multiple locations, with a fully remote option available. The role emphasizes protecting customer information, following procedures, and achieving high call quality while promoting the bank’s products and services.

Ideal candidates have a high school diploma, 0–1 years in banking or call centers, strong communication skills, and a willingness to work evenings and

Qualifications

• A high school diploma or GED is required.
• 0-1 years of experience in a banking environment preferred; call center experience is advantageous.
• Familiarity with online banking applications is preferred.

Responsibilities

• Provide courteous, effective service to Apple Bank clients.
• Protect customer accounts by following privacy and call authentication procedures.
• Adhere to banking regulations and call quality standards.
• Resolve issues efficiently and aim for first contact resolution.
• Promote Apple Bank products and services to meet customer needs.

Skills

Customer service

Communication

Multitasking

Telephone etiquette

Problem solving

Education

High school diploma or GED

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

Buffalo, NY/Rochester, NY/ Syracuse, NY (Fully Remote Option Available)
Weekend and Evening Shift Availability Preferred

Salary Range: $40,000 - $50,000

The Contact Center Representative I delivers courteous and effective service to all Apple Bank clients, including both internal and external customers. This role is responsible for efficiently resolving client issues in accordance with contact center protocols, complaint management procedures, and departmental standards. Additionally, the Representative actively promotes the Bank's full range of products and services to address customers' financial needs, while consistently adhering to call quality metrics and departmental benchmarks for customer interactions.

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 elevate 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.

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.