Team Lead I, Consumer Services

At First Republic, we care about our people. We offer extraordinary client service in private banking, private business banking, and private wealth management. Founded in 1985, we believe that personal connections are everything and our success is driven by the relationships we form with our colleagues and clients. You’ll always feel empowered and valued at First Republic. 

Incredible teams doing exceptional work, every day.

First Republic is an ultra-high-touch bank that provides extraordinary client service. We believe that one-on-one interactions build lasting relationships. We move quickly to serve our clients’ needs so that their financial transactions are handled with ease and efficiency. Client trust and security are paramount in our line of business. Ultimately, our goal is unsurpassed client satisfaction which will lead to personal referrals – our number one source of new business. We recognize that our competitive advantage starts with our people and our culture. At First Republic, we work hard and move quickly as a very coordinated team. If you are looking for an opportunity to grow and contribute in a fun, fast-paced environment, First Republic is the place for you. We have exceptional people focused on providing extraordinary service.

Common goals, uncommon potential

The Team Lead, Consumer Services will provide technical support by troubleshooting and problem solving for clients experiencing difficulties using all retail applications available on First Republic’s Website. They are responsible for providing excellent client service to both external and internal clients via phone, e-mail, or onsite. 

What you’ll do as a Consumer Services Team Lead:

• Excellent verbal and written communication skills.
• Assist clients by initiating payment investigations, maintenance requests, fulfillment requests, research request, and fee reversal requests received by phone and e-mail.
• Consistently deliver an exceptional client experience on every client contact.
• Make outbound calls to clients to provide resolutions for Online Banking and research requests.
• Ability to effectively to multi task on a regular basis.
• Ability to work a variety of work schedules based on business needs.
• Ability to work over-times as needed.
• Work collaboratively as part of a team to achieve service goals.
• Ability to adapt to a fluctuating work pace environment.
• Displays accuracy and thoroughness, while completing work assignments in a timely manner.
• Adhering to and complying with the applicable, federal and state laws, regulations and guidance.
• Ability to function in a PC windows or MAC environment.
• Must be willing to submit to an extensive background check and credit history.
• Perform duties & responsibilities specific to department functions & activities.
• Performs other duties & responsibilities as required or assigned by supervisor.
• Responsibilities include the following: 1) adhering to and complying with all applicable, federal and state laws, regulations and guidance, including those related to Anti-Money Laundering (i.e. Bank Secrecy Act, USA PATRIOT Act, etc.), 2) adhering to Bank policies and procedures, 3) completing required training, 4) identifying and reporting potential suspicious activity to the BSA/AML Officer, and 5) knowing and verifying the identity of any clients(s) that enters into a relationship with the Bank.

Critical features of this job are described under the items above. They may be subject to change at any time due to reasonable accommodation or other reasons. This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

What skills you will use:

• The ability to communicate clearly and persuasively, and exhibit excellent customer service by actively listening, expressing a willingness and displaying empathy, courtesy, and sensitivity.
• Some college or equivalent work experience.
• Requires basic knowledge of Microsoft Windows Operating Systems or MAC, Internet and Internet browsers applications.
• Possess strong interpersonal skills and maintain composure while dealing with difficult situations.
• Must be able to work independently and efficiently.
• Must be flexible with work schedule, including weekends and nights.
• Team player.
• Provides extraordinary service.
• Must be dependable.
• Furthers the First Republic Bank culture and values.

We believe that a diverse range of backgrounds and ideas has and will continue to be fundamental to the future success of First Republic. 

If you are curious to learn more about this opportunity, we'd love to hear from you.

Job Demands:

• Must be able to review and analyze data reports and manuals; must be computer proficient.
• Must be able to communicate effectively via telephone and in person.

Own your work and your career — apply now

Are you willing to go the extra mile because you love what you do and how you can contribute as a team? Do you want the freedom to grow and the opportunity to take charge of your own career?  If so, then come join us.

We want hard working team players. You’ll have the independence to learn, lead and drive change. A culture of extraordinary service, empowerment and stability — that’s the First Republic way.

This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization. The Company is an equal opportunity employer. In this regard, the Company makes reasonable accommodations for qualified applicants and employees with disabilities in order to enable them to perform all essential job functions, unless doing so creates an undue hardship.

First Republic is subject to federal laws that restrict the employment of individuals with certain types of criminal histories, including FDIA Section 19 and FINRA. To the extent not inconsistent with our obligations under those federal laws and regulations, First Republic will consider qualified candidates with criminal histories in a manner consistent with the Los Angeles and San Francisco ban-the-box laws.

For New York City-based roles: Mayor Bill de Blasio announced that, effective December 27, 2021, all private sector employers?in New York City will be required to ensure that their employees are vaccinated against COVID-19 to attend work in the office. Reasonable Medical or Religious Accommodations may be requested if applicable to you. Please view New York’s Guidance on Accommodations for Workers for more information.