Contact Center Representative

2 weeks ago

Louisville, Kentucky, United States Republic Bank & Trust Full time
About Republic Bank & Trust

We are a leading financial institution dedicated to providing exceptional service to our clients. Our values are built upon making a positive impact on our clients, associates, and communities.

Job Summary

The Contact Center Representative is a key role in our organization, responsible for providing outstanding service to our clients and non-clients. This position requires a high level of customer service skills, telephone etiquette, and grammar. The ideal candidate will be self-motivated, work well in a team environment, and have a strong sense of urgency.

Key Responsibilities
  • Answer inbound calls in a timely and professional manner, making outbound calls as directed.
  • Effectively use bank resources, procedure manuals, and reference materials to independently service client inquiries.
  • 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 offer bank products that complement the client relationship.
  • Consistently strive to provide one call resolution, escalating any issues or questions 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.
  • Model and foster behaviors that support the Bank's values and corporate culture.
Requirements
  • Self-motivated and work well in a team environment.
  • Requires a high energy level and strong sense of urgency.
  • Excellent communication, customer service skills, telephone etiquette, and grammar.
  • Ability to work in a fast-paced environment and learn quickly.
  • Exhibit good organizational and problem-solving skills.
  • Possess the decision-making ability to offer a variety of solutions.
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.

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