Client Experience Team Lead

“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!“ 

Grade 8

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.

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.

POSITION PURPOSE AND OBJECTIVES
This role is a senior client experience representative responsible for assisting other representatives with knowledge development by answering support and escalation questions, call monitoring, floor walking (when agents in office), and providing on-the-spot training. This position will assist Supervisors with coaching and call monitoring when knowledge retention opportunities arise. Duties of this position include serving as the subject matter expert for systems, processes, and procedures while providing feedback and recommendations for policy and procedure updates as needed for the contact center.

MINIMUM QUALIFICATIONS
• Minimum of 2 years prior Contact Center experience required.
• Six (6) months Level III Contact Center experience preferred.
• Demonstrates proficient knowledge and experience as it relates to Banking Regulations.
• Possesses advanced knowledge of the Contact Center policies, procedures, and bank products and services.
• Proven performance in meeting or exceeding KPIs.
• Strong written and verbal communication skills.
• Must be able to work flexible schedule.
• 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

Escalated Inquiry Resolution - 45%
• Provide Inbound / Outbound call support focused on meeting client needs as scheduled and / or required.
• Provide support of escalated calls, questions, and inquiries for all representatives.
• Assist in the resolution of client complaints, escalated requests, and survey callbacks with empathy, authority, and precision.
• Perform thorough and accurate research to resolve internal and external support inquiries.
• Promote client satisfaction by resolving customer inquiries in required time guidelines.
• Meet all individual and department service standards and goals.

Training & Daily Operations Oversight - 45%
• Work closely with Leadership in identifying and reporting performance gaps and training needs.
• Provide support to the team to ensure individual and department goals are met.
• Provide motivational support to team members to maintain high morale and productivity.
• Deliver coaching as needed to the team for performance at the highest level.
• Monitor call volume and implement high call phone queue plan as needed.
• Manage day-to-day activities, prioritize, and make risk/impact assessments within existing processes and procedures toward achieving SLAs.
• Work closely with Leadership to identify and deliver positive change and business efficiencies.

Other Responsibilities - 10%
• Stay current on changes to products, procedures and policy of the bank and the department.
• Cross-train on Production Support, Quality Assurance, and Training roles to provide support as needed.
• Maintain the highest standards in quality of work with limited errors.
• Serve as a role model for professionalism, accountability, and continuous improvement.
• 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 thrive in a team environment.
• Requires a high energy level and strong sense of urgency.
• Ability to interact with clients effectively & professionally in multiple situations, including escalated situations.
• Maintain a positive and professional attitude.
• Excellent verbal and written communication skills for effective interactions.
• Possess superior problem solving and decision-making skills.
• Work well under pressure and in a high-volume environment.

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.