Republic Bank is committed to the development and advancement of its associates, offering opportunities to learn and grow within the company. The Contact Center Representative is responsible for providing outstanding service to clients by answering inquiries, resolving issues, and promoting bank products and services.
Responsibilities
- Answer inbound calls in a timely, professional manner; make outbound calls as directed. Ensure client satisfaction by resolving client research in a prompt and timely manner
- Effectively use bank resources, procedure manuals and reference materials to independently service client inquiries when necessary
- Provide account information and perform necessary research
- Resolve basic client inquiries with a strong emphasis on cross-selling bank products and services
- Protect client information by following department security guidelines and procedures
- Transfer calls to appropriate Republic Associates and Departments when necessary
- Review client accounts, and enthusiastically offer bank products that complement the client relationship. Required to meet all individual service standards
- Consistently strive to provide one call resolution; escalate any issues/questions that arise to a supervisor
- Follow department best practice standards for providing excellent service and selling bank products
- Stay current on changes to products, procedures and policy of the bank and the department
- Successfully complete necessary training and testing to advance servicing skills
- Ensure 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
Skills
- Ability to navigate through multiple computer systems required
- Six months call center experience preferred
- Previous banking experience preferred
- Familiar with Microsoft Excel, Word, and Teams programs
- English/Spanish speaking and reading ability preferred
Company Overview
Republic Bancorp, Inc. (Republic) is a holding company. Republic is the parent company of Republic Bank & Trust Company (RB&T). It was founded in 1982, and is headquartered in Owosso, Michigan, USA, with a workforce of 1001-5000 employees. Its website is http://www.republicbank.com.
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