Client Experience Representative

Republic Bank•Louisville, KY

5d•$20

About The Position

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.

Requirements

Minimum 1 year in-bound call center experience required.
Minimum 1 year customer service experience required.
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.

Nice To Haves

Previous banking experience highly preferred.
Fluent in Spanish (speak, read, write, comprehend, communicate) preferred.

Responsibilities

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.
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.
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.