Client Support Specialist

2 weeks 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, ensuring their banking needs are met with efficiency and professionalism. This role is essential in addressing inquiries and resolving issues while adhering to established protocols and standards.

Key Responsibilities

  • Deliver outstanding customer service to both internal and external clients, assisting them with their financial requirements.
  • Protect customer privacy and account information by following strict authentication procedures.
  • Ensure compliance with all relevant banking regulations.
  • Recognize and escalate calls that raise concerns or appear suspicious.
  • Provide solutions to customer issues to achieve first-call resolution by collaborating with management and other departments.
  • Document and communicate complaints effectively while adhering to company policies.
  • Perform customer file maintenance and process transactions in accordance with bank policies.
  • Maintain high standards of call quality and service.
  • Engage in regular coaching sessions to enhance call quality and meet departmental objectives.
  • Inform customers about Apple Bank's diverse range of products and services.
  • Encourage the use of digital banking solutions to promote self-service options.
  • Accurately classify calls and log relevant information during each customer interaction.
  • Handle general inquiries, basic ATM and debit card questions, and provide support for online banking and third-party services.
  • Undertake additional responsibilities as assigned.

Qualifications

  • High school diploma or GED is required.
  • 0-1 years of experience in a banking or call center environment is preferred; familiarity with online banking applications is a plus.
  • Strong interpersonal and communication skills, both verbal and written.
  • Exceptional customer service abilities.
  • Analytical skills to assess and resolve issues effectively.
  • Bilingual proficiency in Spanish is advantageous.
  • 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.
  • Positive attitude and a collaborative team spirit.
  • Ability to manage multiple tasks across various systems.
  • Willingness to work flexible hours, including evenings and weekends.
  • Commitment to adhering to a structured schedule.

Apple Bank is an equal opportunity employer, committed to fostering a diverse and inclusive workplace. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military status, or any other legally protected status.

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