Client Experience Representative

“Republic Bank believes in the development and advancement of our associates.  We offer the opportunity to learn all aspects of the company to prepare for future advancement.  Come join our team for a career, not just a job!“ 

Starting Rate: $20.00 hourly

About Republic Bank

Republic Bank’s values are built upon making an IMPACT for our clients, our associates and the communities we serve. (IMPACT stands for Innovate for the Future, Make it Easy, Provide Exceptional Service, Acknowledge & Celebrate Success, Commit to Caring and Thrive Together) The associates of Republic Bank are the key to our success as an organization and we value our associates. It’s one of the reasons we’ve been named as one of the Best Places to Work in Kentucky for ten years! For more information about the company, please visit www.republicbank.com.

POSITION PURPOSE AND OBJECTIVES
This role serves as the first point of client contact and must provide efficient, professional, and quality client experience while identifying and satisfying client/non-client banking inquiries. This role must deliver a high level of service by resolving customer service issues, and handling client transactions while following departmental procedures and bank policies to achieve their individual performance goals.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

MINIMUM QUALIFICATIONS
• Minimum 1 year in-bound call center experience required.
• Minimum 1 year customer service experience required.
• Previous banking experience highly preferred.
• Proficient in Microsoft Outlook, Excel, Word, and Teams programs.
• Ability to multi-task and navigate through multiple computer systems with dual monitors required.
• Fluent in English (speak, read, write, comprehend, communicate) required. Fluent in Spanish (speak, read, write, comprehend, communicate) preferred.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES
Description - % of Time Spent

Inquiry Resolution - 60%
Answer inbound calls in a timely, courteous, and professional manner; make outbound calls as directed.
• Ensure client satisfaction by resolving client requests in a prompt and timely manner.
• Effectively use scripts, procedure/call handling manuals and reference materials to independently service client inquiries/requests.
• Provide accurate account/debit card information and perform necessary account/debit card maintenance and research.
• Protect client information by following department security guidelines and procedures.
• Consistently strive to provide one call resolution; identify and escalate complex issues or potential fraud to senior representatives.

Referral Opportunities - 25%
• Resolve basic client inquiries with a strong emphasis on referring bank products and services.
• Review client accounts and enthusiastically offer bank products that complement the client relationship. Required to meet all individual service and quality assurance standards.
• Follow department best practice standards for providing outstanding service and referring bank products.
• Transfer calls to appropriate Republic Associates and Departments when necessary.

Other Responsibilities - 15%
• Stay current on changes to products, procedures and policy of the bank and the department.
• Successfully complete necessary progression training and testing to advance servicing skills.
• Maintain adherence to scheduled shift start times and break times to optimize availability.
• Maintain a working knowledge of compliance requirements affecting your position and area of responsibilities and actively learn new regulations and assist in the implementation, if required.
• Model and foster behaviors that support the Bank’s values and corporate culture creating an atmosphere of trust, cooperation, accountability, and dedication to the organization.
• Willingly perform all other duties and projects as assigned.

INTERPERSONAL SKILLS AND COMPETENCIES REQUIRED
• Self-motivated and work well in a team environment.
• Requires a high energy level and strong sense of urgency.
• Excellent communication, customer service skills, telephone etiquette and grammar.
• Ability to work in a fast-paced environment and learn quickly.
• Exhibit good organizational and problem-solving skills.
• Possess the decision-making ability to offer a variety of solutions.
• Comfortable with emerging technologies.

PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the associate is regularly required to sit, use hands to finger, handle, or feel; and talk or hear. The associate frequently is required to stand or walk. The associate is occasionally required to reach with hands and arms. The associate must occasionally lift and/or move 10 pounds. Specific vision abilities required by this position include close vision, and distance vision. The noise level in the work environment is usually moderate.

OTHER REQUIREMENTS
• Travel between Republic Banking facilities may be required including occasional out of town travel.
• Flexible work schedule may include some evenings, weekends and/or overtime.
• Stay abreast of new developments, best practices, and statutory and regulatory changes.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.