• Supervisor, Contact Center

    Job Locations
    US-CA-San Francisco
    Deposit Services
  • Overview

    First Republic is an ultra-high-touch bank that provides an extraordinary client experience. We believe that creating one-on-one interactions builds lasting relationships. We move quickly to serve our clients’ needs so that their financial transactions are handled with ease and efficiency. We are dedicated to building trust and financial security for our clients. 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 to move quickly and as a collaborative 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.


    • Provide high quality client service in a contact center setting, by being actively present and available to directly support the teams.
    • Passionate about delivering a Service-Oriented Culture and embrace First Republic Bank’s core values.
    • Cultivating a positive and supportive culture within our contact centers.
    • Identify opportunities for process improvements and create actionable solutions.
    • Assist in successfully delivery of service level standards. Analyze key performance indicators daily. Identify conditions that are impacting service levels to determine solutions in a timely manner. 
    • Plan on dedicating the majority of each day managing by walking the floor, answering associate questions, conducting side by side observations, and conducting coaching sessions.   
    • Establish strong partnerships with peers in other sites and other departments.
    • Regularly delivers performance reviews based on statistical performance, coaching and counseling for each team member.  
    • Provide monthly and quarterly performance reviews. Update Coaching Journal daily to ensure coaching feedback is properly communicated and documented.
    • Address disciplinary and/or performance issues according to company policy. Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required.
    • Regularly offers team member recognition with fun and engaging activities.  
    • Ensures compliance with the applicable Bank, federal, state laws and regulations to minimize risk exposure.
    • Monitors and audits policy exceptions related to risk management issues.  Communicates with management regarding the control and management of risk within a specific team or the department.  
    • Responsible for expediently resolving service complaints, coordinating with various bank departments in the identification and resolution of operational problems. Escalate when necessary. 
    • Influences strong adherence to company/departmental policies, guidelines and procedures across all operations activities. 
    • Uses appropriate judgment in upward communication regarding department or employee concerns.  
    • Assess training needs and resources. Work with site managers and Training department to schedule classes as needed.
      • Support and maintain high quality work environment so team members are motivated to perform at their highest level.
      • Assist with the development, analyses and implementation of staffing, training, scheduling, and reward/recognition programs.
      • Thorough knowledge of operational policies, procedures and practices.


    • Typically requires 4+ years call center client service or equivalent experience.
    • Must enjoy working with people, be able to work in a team environment efficiently, and possess good organization and prioritization skills.
    • Ability to develop strong relationships based on mutual trust and respect.
    • Ability to maintain professionalism by demonstrating strong emotional intelligence. 
    • Willing to learn and implement behaviors based coaching.
    • Ability to have crucial conversations that will encourage and support improved performance and behaviors.
    • Ability to leverage defusing skills on escalated client calls.
    • Ability to efficiently analyze and resolve complex client escalation issues.
    • Knowledge in coaching, developing and training the following areas; quality assurance, call flow, soft skills, compliance and regulations. 
    • Ability to react and respond to critical demands of the department, prioritizing and performing multiple tasks on a regular basis.
    • Open to continued learning and self-development.
    • Must be flexible with work schedule.
    • Ability to develop and motivate a team to support a vision and able to give direction.
    • Must have strong typing skills with good working knowledge of Microsoft applications.
    • Ability to interact within all areas of our business.
    • Detail oriented, possessing excellent written and verbal communication skills
    • Some travel may be required.
    • May consider Manager-level position based on experience


    Mental/Physical Requirements:

    • The ability to learn and comprehend basic instructions; understand the meanings of words and respond effectively; and perform basic arithmetic accurately and quickly.
    • Vision must be sufficient to read data reports, manuals and computer screens.
    • Hearing must be sufficient to understand a conversation at a normal volume, including telephone calls and in person.
    • Speech must be coherent to clearly convey or exchange information, including the giving and receiving of assignments and/or directions.
    • Position involves sitting most of the time, but may involve walking or standing for brief periods of time.
    • Must be able to travel in a limited capacity.


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