Website Republic Bank

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 the last seven years! For more information about the company, please visit www.republicbank.com.

POSITION PURPOSE AND OBJECTIVES:
The Client Success Specialist II is role is responsible for supporting the operational and processing functions of various Republic Processing Group programs while playing an active part in a high-performing culture. This includes but is not limited to conducting high-level research to resolve exceptions, interacting with customers through phone, email, and other online channels; while providing excellent customer service to all clients and providers. In addition to those functions shared with the Client Success Specialist I, this role has demonstrated expertise in the shared functions and also supports higher-skill functions such as duplicate check research and decisioning and unpostables.

MINIMUM QUALIFICATIONS:
• Minimum of 3 years customer service experience required; call center experience preferred.
• Minimum 2-year operations/processing experience required.
• General banking knowledge required.
• Bi-Lingual (Spanish and English) preferred.
• Proficient with Microsoft Office Applications including Excel, Word, and Outlook and general desktop PC operation

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:
• Responsible for providing excellent customer service to all internal and external customers.
• Ensures exception processing requests (authorization resets, reissue checks, direct deposit research, etc.) are identified, researched, and resolved in a timely manner according to department guidelines.
• Support the duplicate check, unpostables and escheatment processes.
• Assist with the manual review of Performline identified escalation calls.
• Assist Manager, Accounting, and Operations in researching and resolving exceptions.
• Process ACH requests; including research, send backs, and rejections.
• Cross-train on other Customer Experience functions; to be able to perform as needed.
• Maintain knowledge of computer systems, software, and equipment necessary to benefit productivity.
• Maintain in-depth knowledge of RPG bank products, policies, and procedures.
• 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 partners and customers.
• Demonstrate administrative skills and acute attention to detail.
• Ability to work well under pressure and with strict deadlines.
• Requires a high energy level and strong sense of urgency and initiative.
• Experience with product operations and/or financial processing preferred.
• Self-motivated and work in a team environment.
• Able to multi-task.
• Strong data entry skills required.

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:
• 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.

To apply for this job please visit www.republicbank.com.