Remote Contact Center Representative- Level 1

Remote Contact Center Representative- Level 1
Remote
Pay Rate: $20.68/hr- $28.85/hr
The Customer Line Representative provides friendly and efficient service to all customers, both internal and external, following department Customer Service and Quality Standards. The Representative follows established department guidelines and adheres to the established Contact Center Metrics. This position assists and resolves customer issues in an efficient and timely manner while adhering to Apple Bank's Contact Center and Complaint Management procedures. The Representative is responsible for the promotion and communication of all Bank products and services in order to meet the customer's financial needs. The Representative will adhere to Call Quality Metrics in order to meet department call and quality standards on every customer interaction.
In order to be considered for a fully remote schedule within the Digital Banking Department, minimum travel requirements must be met:

• Employees' daily commute requires crossing a bridge/tunnel, and/or
• Employees' daily commute is 50 miles or more each way.
• Any employee initially hired for a fully remote work schedule may be required to come into the office for initial training and nesting before they start their remote work schedule.

ESSENTIAL DUTIES AND 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 adheres 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.
• Completes customer file maintenance, transactions and requests following department and Bank policies and procedures.
• Adhere to call quality and services standards.
• Participate in call quality & metrics coaching on an active basis and implement agreed to behaviors to meet and/or exceed individual and department goals.
• Educate customers on Apple Bank's products and services.
• Comply with department call classification wrap-up 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
  • Third-party vendor support
  • General product and service inquiries
• Perform other duties/responsibilities as assigned.

SKILLS, EDUCATION, AND EXPERIENCE

• High School Diploma or GED required
• 1 year 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 service.
• 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 pre-determined schedule.

Apple Bank offers Medical/Dental, Vision, 401k and Tuition Reimbursement to full time employees.
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.
Apple Bank doesn't provide sponsorship.
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