"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
* 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.
INTERPERSONAL SKILLS AND COMPETENCIES REQUIRED
* Self-motivated and work well in a team environment.
* Requires a high energy level and strong sense of urgency.
* Excellent verbal and written communication skills for effective interactions with both clients, associates, and management to meet needs and resolve complaints.
* Possess superior decision-making skills in offering a variety of solutions to customer inquiries.
* Ability to coach, train, and motivate associates.
* Exhibit a high level of professionalism and lead the team by example.
* Ability to remain calm and courteous under pressure and navigate tense situations, especially during peak call volume.
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.
SUPERVISORY RESPONSIBILITIES
This position carries out supervisory responsibilities in accordance with the Bank's guidelines, policies and procedures and all applicable state and federal laws. Responsibilities include interviewing, hiring and the overall development of associates; coaching and mentoring while providing challenging opportunities to enhance career growth; planning, assigning, and directing work; setting expectations and appraising performance; recognizing and rewarding associates or recommending disciplinary action as appropriate; addressing complaints and resolving problems; and helping to build a positive team culture.
OTHER REQUIREMENTS
* Travel between Republic Banking facilities may be required including occasional out of town travel.
* Flexible work schedule may include some evenings, weekends and/or overtime.
* Stay abreast of new developments, best practices, and statutory and regulatory changes.
Republic Bank
Feb 04, 2026