Banking Customer Service Agent

2 weeks ago

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

As a vital member of our team, the Customer Service Associate plays a crucial role in delivering exceptional service to our clients. This position involves addressing inquiries and resolving issues promptly while adhering to established protocols and guidelines.

Key Responsibilities

  • Deliver outstanding service to both internal and external clients, ensuring their financial needs are met.
  • Protect client information and accounts, following strict privacy and accuracy protocols.
  • Adhere to all banking regulations and compliance standards.
  • Recognize and escalate calls that raise concerns or appear suspicious.
  • Propose solutions to customer issues to achieve first-contact resolution through effective communication with management and partners.
  • Document and manage complaints in a timely manner, in line with our complaint management policy.
  • Execute customer file maintenance, transactions, and requests according to company policies.
  • Maintain high standards of call quality and service delivery.
  • Engage in regular coaching sessions focused on call quality and performance metrics to enhance individual and team success.
  • Inform clients about Apple Bank's products and services, promoting digital banking options to encourage self-service.
  • Ensure compliance with call classification codes and logging procedures for each customer interaction.
  • Handle general inquiries related to banking services, including ATM and debit card questions, online banking support, and product inquiries.
  • Perform additional duties as assigned.

Qualifications

  • High school diploma or GED is required.
  • 0-1 years of experience in a banking or call center environment is preferred, with familiarity in online banking applications.
  • Strong verbal and written communication skills.
  • Exceptional customer service abilities.
  • Analytical skills with attention to detail.
  • Bilingual proficiency in Spanish is advantageous.
  • Professional phone etiquette and the ability to maintain service quality under pressure.
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
  • Familiarity with online and mobile banking systems and bill payment services.
  • 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 following a set schedule.

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