Contact Center Representative- Level 1

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 escalate 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. Since 1863, Apple Bank has been a stable banking presence in New York City and its surrounding communities. We seek to put the best interests of our customers first and to manage our company prudently and responsibly. When you join the Apple Bank team, you’ll be working with a group of dedicated and talented professionals focused on delivery of an outstanding customer experience. For more than 160 years, Apple Bank has been invested in our customers and communities, striving always to put their best interests first. Along the way, our employees have been the key to our success. Whether you’re just beginning, continuing or changing your career, Apple Bank offers a range of career opportunities. We’ll support you in developing your potential to the fullest, while you contribute to our growth and success. Apple Bank's employment policy is to provide equal opportunity to all persons. The Bank prides itself in having a diverse and inclusive workforce. No employee or applicant for employment will be discriminated against because of race, color, citizenship status, religion, sex, sexual orientation, creed, national origin, age, physical or mental disability, veteran status, political affiliation, domestic violence victim status, predisposing genetic characteristic, or any other Federal or State legally-protected classes. Apple Bank will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business. If you are interested in applying for an employment opportunity and feel you need a reasonable accommodation pursuant to the ADA, please contact us at talentacquisition@applebank.com.ny.gov/system/files/documents/2024/04/p688-pay-transparency-law-for-employee.pdf