Hybrid Banking Customer Service Specialist

Apple Bank; Garden City (ID); Hybrid; USD 45,000 - 55,000; Full time

Job summary

Apple Bank in Garden City, NY (Hybrid) is seeking a Contact Center Representative I to deliver courteous service to clients and resolve issues per center protocols. You will promote the bank’s products while adhering to call quality metrics.

The role requires a high school diploma, 0–1 year banking experience (call center a plus), and strong communication skills. Bilingual Spanish is a plus; successful candidates will handle online banking support and protect customer information daily.

Qualifications

• 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.
• Proficient in Microsoft Office programs, including Word, Excel, and PowerPoint.

Responsibilities

• Deliver outstanding customer service to 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 escalation 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.

Skills

Customer service

Verbal and written communication

Problem solving

Multitasking

Bilingual Spanish (asset)

Education

High School Diploma or GED

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Online banking platforms

Job description

Apple Bank in Garden City, NY (Hybrid) is seeking a Contact Center Representative I to deliver courteous service to clients and resolve issues per center protocols. You will promote the bank’s products while adhering to call quality metrics.

The role requires a high school diploma, 0–1 year banking experience (call center a plus), and strong communication skills. Bilingual Spanish is a plus; successful candidates will handle online banking support and protect customer information daily.