Client Success Specialist

“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 5

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 is responsible for supporting the operational and processing functions of various Republic Processing Group ("RPG") programs while playing an active part in a high-performance culture. This includes but is not limited to conducting high-level research to resolve exceptions, interacting with customers through phone, email, and other online channels, while providing excellent customer service to all clients and providers.

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 of 3 years of customer service experience required.
• Call center experience preferred.
• Minimum of 1 year of operations/processing experience required.
• General banking knowledge required.
• Moderate data entry skills required.
• Bi-Lingual (Spanish and English) preferred.
• Proficient with Microsoft Office Applications including Excel, Word, and Outlook and general desktop PC operation.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES
Description - % of Time Spent

Operational Client Support - 70%
• Responsible for providing excellent customer service to all internal and external customers via multiple support channels (i.e. phone support, email support, etc.).
• Ensures forms processing requests (authorization resets, reissue checks, direct deposit research, etc.) are identified, researched, and resolved in a timely manner according to guidelines.
• Conduct and maintain proactive communication with peers and other team members, keeping pertinent individuals informed with key status updates.
• Manually review Performline identified escalation calls.
• Support the Escheatment process.

Other Responsibilities - 30%
• Maintain knowledge of computer systems, software, and equipment necessary to benefit productivity.
• Maintain in-depth knowledge of RPG bank products, policies, and procedures.
• 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
• Ability to manage tasks and resources within the organization to ensure operations are conducted smoothly and support overall business goals.
• Ability to multi-task in a high stress environment, displaying an acceptable sense of urgency and high energy level.
• Ability to work well under pressure with strict deadlines.
• Detail oriented, have fine memory retention/recollection and organizational skills.
• Effective verbal and written communications skills for interactions with internal and external person(s).
• Cooperates with team members when prompted and contributes to group efforts with guidance; maintains a respectful and positive attitude in team settings.
• Demonstrates basic independence by completing assigned tasks with minimal supervision and occasionally seeks opportunities to contribute beyond core responsibilities.

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.