Client Experience Supervisor

“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 9

About Republic Bank

Republic Bank’s values are built upon making an IMPACT for our clients, our associates and the communities we serve. (IMPACT stands for Innovate for the Future, Make it Easy, Provide Exceptional Service, Acknowledge & Celebrate Success, Commit to Caring and Thrive 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 ten years! For more information about the company, please visit www.republicbank.com.

POSITION PURPOSE AND OBJECTIVES
This role is responsible for leading a team of Contact Center associates to deliver consistent, high-quality client experiences across all channels. This role focuses on real-time coaching, quality execution, adherence to procedures, and the day-to-day performance of agents. This position partners closely with the management, Workforce, Quality Assurance, Training, and Client Experience Support to ensure service levels, quality standards, and client satisfaction goals are met or exceeded.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

MINIMUM QUALIFICATIONS
• Minimum 3 years’ experience in Contact Center environment required.
• Must have prior experience and knowledge as it relates to Banking Regulations.
• Knowledge of Republic Bank and Contact Center policies and procedures preferred.
• Previous supervisor experience required or prior successful completion of Republic Bank Supervisor / Leadership training.
• Possess an in-depth knowledge of all financial products.
• Proficiency in Microsoft Office products and internet applications.
• Tech savvy with knowledge of relevant Contact Center Solutions and equipment required.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES
Description - % of Time Spent

Team Management - 50%
• Supervise a team of 15-20 Contact Center associates, providing daily direction, support, and performance feedback.
• Provide continuous coaching for representatives to promote development of skills and improve quality of service.
• Conduct regular 1:1s, side-by-side coaching, call reviews, team meetings and huddles focused on soft skills, de-escalation, professionalism, and first call resolution.
• Ensure team adheres to policies for attendance, Career Progression Program, and Scorecard Performance Program.
• Monitor and evaluate agent performance, providing learning or coaching opportunities, and taking corrective action if necessary.
• Ensure staff adheres to Quality Assurance guidelines when referring bank products & delivering service.
• Recognize high performance and address performance gaps through coaching plans and collaboration with management.
• Motivate & encourage representatives through positive communication, feedback, and leading by example.
• Reinforce behaviors that drive CSAT, FCR, and reduced client effort; ensure agents understand the “why” behind experience expectations.
• Prepare mid-month / monthly performance scorecards and meet with agents a minimum of 2 times a month.

Operations Management - 30%
• Monitor real-time queues, handle times, adherence, and service levels; help prioritize workload to maintain an excellent client experience.
• Keep associates aware of inbound calls, calls waiting, abandonment rate, etc., monitor for service quality, and ensure bank policies & procedures are followed.
• Assist agents in identifying referral opportunities on inbound & outbound calls; validate referrals for team members.
• Actively pursue opportunities to improve efficiencies by suggesting and implementing process improvements.
• Cross-trained in Workforce, Client Experience Support, Quality Assurance, and Training to provide support as needed.
• Provide feedback to the Client Experience Manager regarding recurring client pain points, product issues, and process gaps.
• Maintain the highest standards in quality of work with limited errors.

Escalated Inquiry Resolution - 20%
• Assist in the escalation supervisor queues as needed during high volume times.
• Handle escalated calls and complex client situations, modeling exemplary client experience behaviors for the team.
• Alert management of critical issues promptly and approve high risk transactions.

SUPERVISOR JOB FUNCTIONS AND RESPONSIBILITIES