“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 Kentucky’s largest, locally owned, and operated community bank. For more information about the company, please visit .
Republic Bank’s 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. It’s one of the reasons we’ve been named as one of the Best Places to Work in Kentucky for the last five years!
POSITION PURPOSE AND OBJECTIVES:
The Escalations Team Lead is responsible for providing relationship support for customer escalations and complaints, adhering to process SLAs and documentation standards. This role will also support the Customer Experience Manager (“department manager”) in the monitoring of contact center performance and day to day operations of the Customer Support team. Job duties involving project management and/or support, may also be assigned by the department manager. The position requires a thorough knowledge of the department's or business unit's functional operations; as well as a working knowledge of general bank policies, programs and procedures and financial/accounting practices.
***This role is a hybrid role - working part time from the Louisville office and working part time from home (WFH).***
MINIMUM QUALIFICATIONS:
• High school diploma or equivalent required, some college preferred.
• Minimum two years of Customer Service/Customer Experience required.
• Contact center experience required.
• Previous team lead/supervisor experience preferred.
• Bilingual (English and Spanish) preferred.
• Proficiency in Microsoft Office products and internet applications.
ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:
• Assist with day to day oversight and supervision of Client Support Specialist and seasonal employees.
• Assist of with the tracking and analysis of TRS contact center KPIs.
• Monitor calls taken by the TRS outsourced call center and provide feedback on improved performance.
• Manage a caseload of TRS taxpayer and ERO escalations, Contact the CEO complaints, and Agency complaints from start to finish (case research, resolution, response, and documentation).
• Provide research and resolution support to RPG program partners in the co-management of complaint cases.
• Assist customers in resolving their product inquiries or issues by leveraging available resources such as knowledge database, product documentation and other information resources.
• Act as an internal tier two escalation resource for TRS customers who request to speak to a Supervisor.
• Recognize issues that require escalation and partner with the appropriate internal departments to resolve the issue(s).
• Assist management in identifying improvements to existing workflow and/or procedures to enhance the customer experience.
• Lead Customer Experience projects and initiatives as assigned and overseen by the Customer Experience Manager.
• Act as backup for monitoring the Jackson Hewitt Line of Credit phone line and assist customers in resolving inquiries.
• Monitor and validate complaint calls ingested 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 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:
• Excellent verbal and written communications skills for effective interactions with clients to meet financial investment objectives and/or resolve problems or complaints.
• 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 and be able to quickly develop a rapport with customers.
• Customer focused and a genuine passion for speaking to customers, answering inquiries and solving complex issues.
• Must be self-motivated and also 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:
• This position is work-from-home eligible.
• 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.
Republic Bank
Louisville Kentucky
United States
Customer Service / Call Center
(No Timezone Provided)
“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 Kentucky’s largest, locally owned, and operated community bank. For more information about the company, please visit .
Republic Bank’s 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. It’s one of the reasons we’ve been named as one of the Best Places to Work in Kentucky for the last five years!
POSITION PURPOSE AND OBJECTIVES:
The Escalations Team Lead is responsible for providing relationship support for customer escalations and complaints, adhering to process SLAs and documentation standards. This role will also support the Customer Experience Manager (“department manager”) in the monitoring of contact center performance and day to day operations of the Customer Support team. Job duties involving project management and/or support, may also be assigned by the department manager. The position requires a thorough knowledge of the department's or business unit's functional operations; as well as a working knowledge of general bank policies, programs and procedures and financial/accounting practices.
***This role is a hybrid role - working part time from the Louisville office and working part time from home (WFH).***
MINIMUM QUALIFICATIONS:
• High school diploma or equivalent required, some college preferred.
• Minimum two years of Customer Service/Customer Experience required.
• Contact center experience required.
• Previous team lead/supervisor experience preferred.
• Bilingual (English and Spanish) preferred.
• Proficiency in Microsoft Office products and internet applications.
ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:
• Assist with day to day oversight and supervision of Client Support Specialist and seasonal employees.
• Assist of with the tracking and analysis of TRS contact center KPIs.
• Monitor calls taken by the TRS outsourced call center and provide feedback on improved performance.
• Manage a caseload of TRS taxpayer and ERO escalations, Contact the CEO complaints, and Agency complaints from start to finish (case research, resolution, response, and documentation).
• Provide research and resolution support to RPG program partners in the co-management of complaint cases.
• Assist customers in resolving their product inquiries or issues by leveraging available resources such as knowledge database, product documentation and other information resources.
• Act as an internal tier two escalation resource for TRS customers who request to speak to a Supervisor.
• Recognize issues that require escalation and partner with the appropriate internal departments to resolve the issue(s).
• Assist management in identifying improvements to existing workflow and/or procedures to enhance the customer experience.
• Lead Customer Experience projects and initiatives as assigned and overseen by the Customer Experience Manager.
• Act as backup for monitoring the Jackson Hewitt Line of Credit phone line and assist customers in resolving inquiries.
• Monitor and validate complaint calls ingested 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 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:
• Excellent verbal and written communications skills for effective interactions with clients to meet financial investment objectives and/or resolve problems or complaints.
• 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 and be able to quickly develop a rapport with customers.
• Customer focused and a genuine passion for speaking to customers, answering inquiries and solving complex issues.
• Must be self-motivated and also 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:
• This position is work-from-home eligible.
• 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.