Apple Bank

• Deliver outstanding customer service to both external and internal clients, ensuring their financial needs are met. • Protect customer accounts and information by maintaining privacy and accuracy; strictly follow call authentication procedures. • Adhere to all applicable banking regulations. • Identify and escalate calls involving concerns or suspicious activities as appropriate. • Recommend solutions to resolve customer issues, ensuring first-call resolution through effective communication with management and relevant partners. • Document and address complaints promptly and effectively in accordance with complaint management policies. • Complete customer file maintenance, transactions, and requests in line with internal policies and procedures. • Maintain adherence to call quality and service standards. • Actively participate in call quality reviews and coaching sessions, implementing feedback to achieve or exceed individual and departmental objectives. • Inform customers about Apple Bank’s range of products and services. • Advocate for digital banking solutions to encourage customer self-service. • Ensure compliance with call classification wrap-up codes, sales call logging, and Calabrio metadata logging during every customer interaction. • Address general inquiries, provide basic ATM and debit card assistance, assist with online banking support, third-party vendor inquiries, and general questions about products and services. • Perform additional duties and responsibilities as assigned.

Title: Universal Banker Location: Monsey, NY Job Description: time type Full time job requisition id 2026-1187 Salary Range: $21.98/hr - $32.97/hr The Universal Banker (UB) acts as a full service, single point of contact for Apple Bank clientele by providing prompt, courteous, and efficient service to new and existing customers through the processing of monetary and account related transactions. The UB position is a hybrid role that requires the incumbent to operate in the dual capacity of Customer Service Representative and Teller, providing branch leadership with the ability to deliver quality customer service at an enhanced level. The Universal Banker also provides sales and service support to the branch by acquiring new clients, offering suitable Bank products/services (that add value to the customer), performing branch/platform related functions and processing account maintenance transactions. The successful candidate will open new accounts, resolve issues, and educate our customers on Bank products/services and may refer them to a licensed representative of ABS Associates of NY, Inc. when appropriate. The UB seeks to build mutually beneficial and long-term relationships based on trust and the offering of suitable solutions that meet the client’s needs, exceeding expectations. ESSENTIAL DUTIES & RESPONSIBILITIES - Provide exceptional customer service by engaging clients in a friendly and professional manner and also resolving service-related issues timely and efficiently. - Conduct business ethically, thoroughly communicating to current and prospective clients the facts/features of the various products, accounts, and services that Apple Bank has to offer. - Recognize opportunities to acquire new or additional banking relationships by engaging in discussions with both customers, as well as prospects, to understand their needs and offer suitable products and services that add value; make appropriate referrals to licensed representatives of ABS Associates of NY, Inc. - Establish, retain, and deepen relationships with existing and potential customers to achieve team sales and referral goals while providing quality customer service. - Handle all aspects of Teller operations by processing transactions in accordance with established policies and procedures; prove daily transactions within a reasonable timeframe and safeguard assigned cash and negotiable instruments. - Assist in the opening and closing of vault, safe, and ATM machine and ensure the customer area is kept orderly and properly supplied (deposit and withdrawal tickets, ATM envelopes, changing the rate boards, dates on writing desks, etc.). - Communicate all disclosures, rules, and regulations covering transactions, as well as FDIC protection to customers upon the opening of new accounts. - Ensure accurate new account record keeping practices and perform timely follow-up as needed. - Adhere to regulatory, compliance, security, and audit policies/procedures, as well as our code of conduct and operational controls to ensure the safety and security of the client, as well as Bank assets. - Protect Bank against loss by ensuring that all new account procedures including CIP and BSA requirements are adhered to. - Assist in training and mentoring of newly hired Tellers, Customer Service Representatives, and Universal Bankers. - Build and maintain technical and professional knowledge by attending educational workshops. - Perform additional duties as requested. SKILLS, EDUCATION, & EXPERIENCE - High School Diploma or GED required. - Must have at least 1-2 years retail banking experience in the combined experience of Teller/ Customer Service Representative. - General understanding of banking operations (Risk, Compliance, Fraud, Loss, etc.) preferred. - Prior experience in fostering and developing strong customer relationships. - Ability to develop, as well as maintain a detailed level of knowledge of banking products and services. - Display willingness to be cross trained in other branch functions. - Excellent problem-solving skills with the ability to provide solutions to customer issues. - Must present a confident, professional, and positive demeanor to customers. - Excellent interpersonal and communication (verbal + written) skills; must have excellent phone skills. - Strong organizational skills and detailed oriented. - Basic knowledge of Microsoft Office suite of products (Word, Excel, & PowerPoint). - Display sound judgment and discretion when utilizing confidential information. - Weekend work and extended hours or filling in at neighboring branch locations may be required. - Mandatory training may require occasional travel. Visa sponsorship not available. 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.