• Contact Center Associate, Consumer Services

    ID
    2018-7176
    Job Locations
    US-CA-Los Angeles | US-MA-Boston
    Category
    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.

     

    The Contact Center Consumer Service Associate I is responsible for providing quality and efficient client customer service over the phone, in a call center environment. Responsibilities include; answering client service inquiries via the phone and email. 

    Responsibilities

    • Passionate about supporting a Service-Oriented Culture and embrace the First Republic Bank core values.
    • Adherence to work schedule. Arrive on time, takes breaks and lunch as scheduled.
    • Assist clients via the phone and email with requests such as: 1) account transaction information, 2) executing stop payments, account transfers and 3) requests for fee reversals, CD renewals, rate quotes, and loan advances etc.
    • Approve transactions and fee reversals within assigned limits.
    • Handle exception transactions and account transfers. Gather data and coordinate approval.
    • Assist clients with on-line and Mobil Banking service questions
    • Consult with new clients regarding all products and services offered by FRB including the documentation required for each product.
    • Troubleshooting service complaints and coordinating with various bank departments in the identification and resolution of operational problems and elevating these problems, as necessary, to avoid repeated issues.
    • Ensures compliance with operational policies and procedures to minimize risk exposure.
    • Keeps management informed if additional resources may be needed.
    • Adhere to FRB Employee guidelines as identified in the FRB Employee Handbook
    • 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.

    Qualifications

     

      • Typically requires 2-3 years banking and/or call center customer service or equivalent experience.
      • Must enjoy working with people; be able to work in a team environment.
      • Excellent written and verbal communication skills and detail oriented.
      • Demonstrate ability to defuse client calls and offer resolution.
      • Must have the ability to work independently and in a team environment.
      • Ability to maintain a positive and friendly perspective with each client contact.
      • Must be able to work efficiently, and possess good organization and prioritizing skills.
      • Ability to interact within all areas of our business.
      • Ability to learn operational policies, procedures and put into practice.
      • Achieve a comprehensive understanding of all systems applications used in the Online Banking, Call Center, Loans skill sets.
      • Ability to handle multiple tasks within strict time constraints. Possess strong interpersonal skills and maintain composure while dealing with difficult customers.
      • Must have strong typing skills with ability to type a minimum of 25 WPM. Good working knowledge of Microsoft applications.
      • Must be flexible with work schedule.
      • High school graduate or equivalent required.

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