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Customer Service Specialist

2 months ago

Garden City, Michigan, United States Apple Bank Full time
Job Overview

As a vital member of our team, the Contact Center Representative I is dedicated to delivering exceptional service to our clients. This role is essential in addressing inquiries and resolving issues promptly while adhering to established protocols and guidelines.

Key Responsibilities

  • Deliver outstanding customer service to both internal and external clients, ensuring their financial needs are met.
  • Protect customer information by following privacy protocols and ensuring accuracy in all interactions.
  • Adhere to all relevant banking regulations and compliance standards.
  • Recognize and escalate calls that may involve concerns or suspicious activities.
  • Provide solutions to customer issues, aiming for first-call resolution through effective communication with management and team members.
  • Document and manage complaints in a timely manner, following the established complaint management policies.
  • Conduct customer file maintenance and process transactions in accordance with company policies.
  • Meet and exceed call quality and service standards consistently.
  • Engage in regular coaching sessions focused on call quality and performance metrics to enhance individual and team outcomes.
  • Inform customers about our products and services, promoting digital banking options to encourage self-service.
  • Ensure accurate logging of calls and adherence to classification codes during customer interactions.
  • Handle basic inquiries related to general banking services, ATM and debit card issues, and online banking support.
  • Perform additional duties as assigned to support team objectives.

Qualifications

  • High school diploma or equivalent required.
  • 0-1 years of experience in a banking or call center environment preferred, with familiarity in online banking applications.
  • Strong verbal and written communication skills.
  • Exceptional customer service abilities.
  • Analytical mindset with problem-solving skills.
  • Bilingual candidates (Spanish) are encouraged to apply.
  • Professional phone etiquette and the ability to maintain composure under pressure.
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
  • Familiarity with online and mobile banking systems is advantageous.
  • Team-oriented with a positive attitude.
  • Ability to manage multiple tasks across various systems.
  • Willingness to work flexible hours, including evenings and weekends.
  • Commitment to following a structured schedule.

Apple Bank is an equal opportunity employer, committed to diversity and inclusion in the workplace.