Client Experience Representative

Position Purpose and Objectives 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. The 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 individual performance goals. Minimum Qualifications Minimum 1 year inbound call center experience required. Minimum 1 year customer service experience required. Previous banking experience highly preferred. Proficient in Microsoft Outlook, Excel, Word, and Teams programs. Must be able to multi‑task and navigate through multiple computer systems with dual monitors. Fluent in English (speak, read, write, comprehend, communicate) required. Fluent in Spanish (speak, read, write, comprehend, communicate) preferred. Essential Job Functions and Responsibilities Inquiry Resolution - 60% Answer inbound calls in a timely, courteous, and professional manner; make outbound calls as directed. Ensure client satisfaction by resolving client requests promptly. 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 for one‑call resolution and identify and elevate complex issues or potential fraud to senior representatives. Referral Opportunities - 25% 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, meeting all 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. Other Responsibilities - 15% Stay current on changes to products, procedures, and policy of the bank and the department. 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 the position and actively learn new regulations and assist in 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. Willingly perform all other duties and projects as assigned. Interpersonal Skills and Competencies Required Self‑motivated and works well in a team environment. Displays high energy and a strong sense of urgency. Exhibits excellent communication, customer‑service skills, telephone etiquette, and grammar. Can work in a fast‑paced environment and learn quickly. Exhibits good organizational and problem‑solving skills. Possesses decision‑making ability to offer a variety of solutions. Comfortable with emerging technologies. Physical Requirements The physical demands described here are representative of those that must be met to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. The associate must sit, use hands to finger or manipulate objects, talk or hear, stand or walk, reach with hands and arms, occasionally lift or move up to 10 pounds, possess satisfactory vision, and tolerate moderate noise levels. Other Requirements Must be authorized to work in the United States and cannot rely on employer sponsorship of an employment visa. Willing to travel between Republic Banking facilities, including occasional out‑of‑town travel. Willing to work flexible hours, which may include evenings, weekends, and/or overtime. Must stay abreast of new developments, best practices, and statutory and regulatory changes. Starting Rate: $20.00 hourly #J-18808-Ljbffr