Contact Center Representative I - Remote

About the position Responsibilities • Provide excellent customer service to external and internal customers to meet their financial needs. • Safeguard customer accounts and information for privacy and accuracy, adhering to Call Authentication procedures. • Comply with all banking regulations. • Identify and escalate calls related to areas of concern or 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 the Bank's Complaint Management Policy. • Complete customer file maintenance, transactions, and requests following department and Bank policies and procedures. • Adhere to call quality and services standards. • Actively participate in Call Quality & Metrics coaching and implement agreed behaviors to meet and/or exceed individual and department goals. • Educate customers regarding Apple Bank's products and services. • Promote digital banking solutions to help drive customer self-service. • Comply with department call classification wrap-up codes, as well as sales management and Calabrio metadata logging with each customer interaction. • Work independently utilizing Bank/department resources to perform job functions. • Perform other duties/responsibilities as assigned. Requirements • High school diploma or GED required. • 1-2 years of experience in a banking environment; call center experience a plus. • Excellent interpersonal, verbal, and written communication skills; including proper grammar and diction. • Displays a positive attitude and is team-oriented. • Demonstrate strong customer service skills. • Candidate must have exposure to online banking application usage. • Working knowledge of Microsoft Office programs (Word, Excel & PowerPoint). • Working knowledge of online and mobile banking systems and bill payment service. • Polished telephone skills with the ability to maintain quality of service under pressure. • Ability to multitask between multiple systems. • Strong analytical skills. • Bilingual (Spanish) a plus. • Ability to work a flexible schedule including nights and weekends. • Ability to adhere to a pre-determined schedule. Nice-to-haves • Bilingual (Spanish) proficiency is a plus. • Experience in a call center environment. Apply tot his job Apply To this Job