Remote Banking Support Specialist

Apple Bank; New York (NY); Hybrid; USD 40,000 - 50,000; Full time

Job summary

Apple Bank in the Buffalo/Rochester/Syracuse area seeks a friendly Contact Center Representative I to deliver courteous service to clients and resolve issues per call center protocols. You will promote the bank’s products, support online banking, and help customers with digital banking tools.

Position requires strong communication skills, a high school diploma, and a willingness to work evenings and weekends. Banking or call center experience is preferred but not required.

Qualifications

• High school diploma or GED required.
• 0–1 years banking or call center experience preferred.
• Strong interpersonal and written and verbal communication skills.
• Excellent customer service abilities.
• Analytical and problem solving skills.
• Spanish bilingualism is a plus.
• Proficient with Microsoft Office (Word, Excel, PowerPoint).
• Familiarity with online banking and bill payment services.
• Ability to work evenings and weekends.
• Visa sponsorship not available.

Responsibilities

• Deliver outstanding customer service to external and internal clients.
• Protect customer accounts and information and follow authentication procedures.
• Adhere to banking regulations.
• Identify and elevate calls with concerns or suspected issues.
• Recommend solutions to resolve customer issues, aiming for first-call resolution.
• Document and address complaints per management policies.
• Complete customer file maintenance, transactions, and requests.
• Maintain adherence to call quality and service standards.
• Participate in call quality reviews and coaching sessions.
• Inform customers about Apple Bank’s products and services.
• Advocate for digital banking solutions to promote self-service.
• Ensure compliance with call classification codes and logging.
• Address general inquiries, ATM and debit card support, online banking help, vendor inquiries.

Skills

Customer service

Communication skills

Multitasking

Team player

Flexible schedule

Spanish (asset)

Telephone etiquette

Attention to detail

Problem solving

Education

High school diploma or GED

Tools

Microsoft Office (Word, Excel, PowerPoint)

Job description

Apple Bank in the Buffalo/Rochester/Syracuse area seeks a friendly Contact Center Representative I to deliver courteous service to clients and resolve issues per call center protocols. You will promote the bank’s products, support online banking, and help customers with digital banking tools.

Position requires strong communication skills, a high school diploma, and a willingness to work evenings and weekends. Banking or call center experience is preferred but not required.