Republic Bank · 1 day ago
Client Experience Supervisor
Louisville, Kentucky, United States
Full-time
Onsite
Mid, Senior Level
3+ years expRepublic Bank is committed to the development and advancement of its associates, providing opportunities for growth within the company. The Client Experience Supervisor is responsible for leading a team of Contact Center associates to ensure high-quality client experiences, focusing on coaching, performance evaluation, and adherence to service standards.
BankingFinanceFinancial Services
No H1B
Responsibilities
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
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
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
Know compliance responsibilities and particular requirements affecting your area of responsibility, incorporate these requirements into your business processes and procedures, perform ongoing monitoring and periodic self-assessments including reporting and corrective action as needed, and assure appropriate training to associates regarding these responsibilities and procedures
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
Qualification
Required
Minimum 3 years' experience in Contact Center environment required
Must have prior experience and knowledge as it relates to Banking Regulations
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
Preferred
Knowledge of Republic Bank and Contact Center policies and procedures preferred
Company
Republic Bank
Republic Bancorp, Inc. (Republic) is a holding company. Republic is the parent company of Republic Bank & Trust Company (RB&T).
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2006-06-27Acquired
1998-07-31IPO
Leadership Team
Robert Etherington
Senior Vice President Market Manager
Vance Marshall
Vice President, Senior Commercial Banking Officer
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