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Contact Center Representative-Level 1
| Company | Apple Bank |
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| Location | Buffalo, NY, USA |
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| Salary | $40000 – $50000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Entry Level/New Grad |
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Requirements
- High school diploma or GED required.
- 0-1 years of experience in a banking environment; call center experience a plus and must have exposure to online banking application usage.
- Excellent interpersonal and communication (verbal + written) skills.
- Excellent customer service skills.
- Strong analytical skills.
- Bilingual (Spanish) a plus.
- Polished phone skills with the ability to maintain quality of service under pressure.
- Working knowledge of Microsoft Office programs (Word, Excel, and PowerPoint).
- Working knowledge of online and mobile banking systems and bill payment services.
- Display positive attitude and is team oriented.
- Ability to multitask between multiple systems.
- Ability to work a flexible schedule including nights and weekends.
- Ability to adhere to a predetermined schedule.
Responsibilities
- Provide excellent customer service to external and internal customers to meet their financial needs.
- Safeguard customer accounts and information for privacy and accuracy and adhere to call authentication procedures.
- Comply with all banking regulations.
- Identify and escalate calls related to areas of concern or those of a suspicious nature.
- Make recommendations to resolve customer issues to ensure first-call resolution by communicating with management and/or partners.
- Communicate and log complaints in an effective and timely manner while adhering to complaint management policy.
- Complete customer file maintenance, transactions, and requests following department and Bank policies and procedures.
- Adhere to call quality and service standards.
- Participate in call quality and metrics coaching on an active basis and implement agreed-upon behaviors to meet and/or exceed individual and department goals.
- Educate customers on Apple Bank’s products and services.
- Promote digital banking solutions to help drive customer self-service.
- Comply with department call classification wrap-up codes, sales management call logging, and Calabrio metadata logging with each customer interaction.
- Level I Representatives must also be able to handle the following: general call inquiries, basic ATM & debit card inquiries, basic online banking support, third-party vendor support, and general product and service inquiries.
- Perform other duties/responsibilities as assigned.
Preferred Qualifications
- Bilingual (Spanish) a plus.
