Contact Center Representative I

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.

• 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.

• 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.