Contact Center Representative- Level 1 - Garden City, United States - Apple Bank for Savings

Apple Bank for Savings

Verified Company

Garden City, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Garden City, NY

Salary Range:
$40,000 - $60,000

The Contact Center Representative I provides friendly and efficient service to all Apple Bank clients (both internal and external) and is responsible for resolving issues in an efficient and timely manner while adhering to contact center/complaint management procedures and department guidelines.

The Representative promotes all Bank products and services to our customers to meet their financial needs and also follows call quality metrics, to meet department call and quality standards on each customer interaction.

ESSENTIAL DUTIES & 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 firstcall 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 agreedupon 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 selfservice.
Comply with department call classification wrapup codes, sales management call logging, and Calabrio metadata logging with each customer interaction.
Level 1 Representatives must also be able to perform/handle the following:
general call inquiries
Basic ATM & debit card inquiries
Basic online banking support
Thirdparty vendor support
General product and service inquiries
Perform other duties/responsibilities as assigned.

SKILLS, EDUCATION, & EXPERIENCE

High school diploma or GED required.
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.
Displays a 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.

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 legallyprotected classes._