RCENTER ASSOCIATE

GENERAL FUNCTION:         The RCenter Associate works closely with branch personnel to improve operational efficiencies to better serve the clients in a call center environment.  Responsible for inbound customer service both internal and external.  Coordinates the operational interactions of departments in support of business objectives.  Accountable for branch operations and compliance by providing guidance to branch staff and a daily review of file maintenance.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Independently handle routine and more complex employee and customer inquiries with a goal of first point of contact resolution and limited escalation.

• Responsible for review of all file maintenance for all banking centers

• Responsible for the completion of various service requests escalated from branch staff

• Assist management in identifying opportunities to improve service and identify training needs based on call center interactions.

• Provide superior service to incoming phone calls from employees and customers.

• Process financial transactions on customer account including but not limited to telephone based payments, stop payment requests, funds transfers, disbursements, and product/customer maintenance.

• Responsible for the coordinating documentation needed for auditing, both internal and external.

• Maintain a well-developed working knowledge of the complete line of products and services offered; taking responsibility to ensure knowledge is kept up to date and if needed request assistance for further development needs.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Position requires an in-depth knowledge of retail operations and retail products, policies and procedures in order to perform duties with minimal supervision.

• Ability to perform basic math functions.

• Proficient at intermediate computer skills.

• Extensive contact with the public, necessitating presenting a professional image.

• Ability to demonstrate good communication skills in both oral and written form.

• Requires the ability to manage and be held accountable in a sales and service results orientated environment.

• Work requires the ability to take initiative and utilize sound judgment in decision-making and higher-level problem solving.

• Must exhibit strong organizational skills, dependability, flexibility, and planning.

EDUCATION and/or EXPERIENCE

• Minimum 5 years related experience and/or training; or equivalent combination of education and experience.

• Associate Degree or its equivalent.

ADDITIONAL RESPONSIBILITIES:

Every employee of Republic Bank is responsible for knowing and practicing Bank Secrecy Laws (AML/CIP/SAR/CTR/OFAC), the USA Patriot Act, and other related regulations as they relate to their specific job function. Training will be provided during your Introductory Period and annually thereafter. If you need additional training, you are responsible for contacting your immediate supervisor.

WHAT WE OFFER

As part of our commitment to your physical, emotional, and financial wellbeing, we proudly provide a comprehensive benefits package, which includes:

• A competitive salary range estimated at $21 - $27 per hour for this position. (Final compensation may vary based on experience, skills, and qualifications)