** Customer Experience Analyst**

**Job Category****:** Republic Processing Group **Requisition Number****:** CUSTO003172 Showing 1 location **Job Details**

**Description**

**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 6

**About Republic Bank**

Republic Bancorp, Inc is the parent company of Republic Bank & Trust Company (NASDAQ RBCAA), headquartered in Louisville, Kentucky with $6.5 billion in assets. The Bank currently has 42 full-service banking centers throughout fives states: Kentucky, Indiana, Florida, Tennessee, and Ohio. Founded in 1982, Republic Bank employs over 1,000 associates and is Kentuckys largest, locally owned, and operated community bank. For more information about the company, please visit .

Republic Banks values are built upon making an IMPACT for our clients, our associates and the communities we serve. (IMPACT stands for **I**nnovate for the Future, **M**ake it Easy, **P**rovide Exceptional Service, **A**cknowledge & Celebrate Success, **C**ommit to Caring and **T**hrive Together) The associates of Republic Bank are the key to our success as an organization and we value our associates. Its one of the reasons weve been named as one of the Best Places to Work in Kentucky for the last five years!

POSITION PURPOSE AND OBJECTIVES:

The Customer Experience Analyst is passionate about Republic Processing Groups (RPG) customers and understanding their journey. Their passion is supplemented by being solution oriented and driven by data analysis. They support RPGs various credit and prepaid partnership programs as well as its proprietary Tax Refund Solutions business. They are responsible for identifying and driving process improvements while adhering to documentation and tracking standards. They work across functions, programs, and systems to drive incremental and systemic changes for RPG programs. This individual is a key player in RPGs efforts to identify, research and respond to customer experience related items and broader program level items identified in RPGs program monitoring. This position requires strong attention to detail, excellent communication skills, an ability to build relationships and collaborate throughout all levels within the Republic Bank organization as well as partner companies. In addition, this position requires a thorough knowledge of the department's or business unit's functional operations and products; as well as a working knowledge of general bank policies, programs and procedures and financial/accounting practices.

MINIMUM QUALIFICATIONS:

3 years' work experience related to financial products, product development, data analytics, and/or customer experience (Customer Satisfaction/CX/VOC) required.

Data analysis experience preferred.

Proficiency in Microsoft Office Suite and internet applications.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

Analyze business metrics, customer feedback and KPIs across multiple data sources (Web, Contact Center, Review platforms, internal tools, etc.)

Assist the Manager with completing reporting requirements to support weekly, monthly, and quarterly business review meetings.

Manage a caseload of customer complaints from start to finish (case research, resolution, response, and documentation).

Identify areas for enhancement across RPG products and services and work with various internal and external stakeholders to develop and implement customer-oriented solutions.

Assist management in identifying and implementing improvements to existing workflow and/or procedures to enhance the overall customer experience.

Monitor and validate calls taken into the Performline platform; escalating internally and to RPG partners as outlined in the process document.

Provide excellent customer service to all RPG clients and providers.

Effectively prioritize daily schedule according to workload.

Maintain knowledge in all aspects of FDCPA, FCRA, UDAAP, GLBA, TCPA, and Regulation E.

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 Banks 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:

Excellent verbal and written communications skills for effective interactions with clients and business partners.

Requires the ability to work well under pressure and with strict deadlines.

Strong organizational skills and high attention to detail.

Must possess a professional and friendly attitude.

Customer focused and a genuine passion for speaking to customers, answering inquiries, and solving complex issues.

Must be self-motivated and work in a team environment.

Must be able to multi-task.

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.

Occasional out-of-town travel is required.

Flexible work schedule that will include some evenings, weekends, and overtime.

Stay abreast of new developments, best practices, and statutory and regulatory changes.

**The above is intended to describe the general content of and requirements for the performance of this position. It is not construed as an exhaustive statement of duties, responsibilities, or requirements.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)