What are the responsibilities and job description for the RCENTER TEAM LEAD position at REPUBLIC BANK OF CHICAGO?
Job Details
Description
GENERAL FUNCTION: The RCenter Team Lead works closely with VP/Retail Operations Manager and RCenter staff to improve operational efficiencies to better serve the clients. Responsible for standard daily operations and support of inbound customer service in a contact center environment. Communicates with RCenter team on new operations that require changes to current processes.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Responsible for review of all file maintenance and new accounts of all banking centers.
- Manage the day-to-day operations of contact center including scheduling and coaching of RCenter team.
- Responsible for the completion of various service requests escalated from branch staff.
- Independently handle routine and more complex employee and customer inquiries with a goal of first point of contact resolution and limited escalation.
- Assist management in identifying opportunities to improve service and identify training needs based on call center teams interactions.
- Provide superior service to incoming phone calls from employees and customers.
- Process financial transaction on customer account including but not limited to telephone-based payments, stop payment requests, funds transfers, disbursements, and product/customer maintenance.
- Responsible for ensuring documentation needed for auditing, both internal and external is provided and on time.
- Effectively and consistently communicate to team members the goals of the bank and work diligently and creatively with the RCenter staff to attain individual and branch goals.
- Promote the Bank and banking center in the community.
- Conduct meetings as needed RCenter staff to discuss various initiatives.
- Maintain a well-developed working knowledge of the complete line of products and services offered; taking responsibility to ensure knowledge is kept up to date and if needed request assistance for further development needs.
- Take the lead in investigating and solving complex operational issues.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
- Position requires an in-depth knowledge of retail operations and retail products, policies and procedures in order to perform duties with minimal supervision.
- Ability to perform basic math functions.
- Proficient at intermediate computer skills.
- Extensive contact with the public, necessitating presenting a professional image.
- Ability to demonstrate good communication skills in both oral and written form.
- Requires the ability to manage and be held accountable in a sales and service results orientated environment.
- Work requires the ability to take initiative and utilize sound judgment in decision-making and higher-level problem solving.
- Must exhibit strong organizational skills, dependability, flexibility, and planning.
Qualifications
EDUCATION and/or EXPERIENCE
- Minimum 7 years related experience and/or training; or equivalent combination of education and experience.
- Associate Degree or its equivalent.
WHAT WE OFFER
As part of our commitment to your physical, emotional, and financial wellbeing, we proudly provide a comprehensive benefits package, which includes:
- A competitive salary range estimated at $50,000 - $65,000 for this position. (Final compensation may vary based on experience, skills, and qualifications)
- Generous Paid time Off (PTO) to help you rest, recharge, and take care of what matters most
- Health, dental, and vision insurance with tax-advantaged FSA and HSA account options
- Retirement benefits including 401k plan with discretionary matching contributions.
- Childcare assistance program to support working parents and their eligible dependents
- Parental Leave for both primary and secondary caregivers
- Short-term and long-term disability coverage for long-term income security
- Basic Life and AD&D insurance with elective additional coverage for you, your spouse, or children
- Mental health & wellness benefits including bank-paid Headspace meditation app subscription and access to our Employee Assistance Program
ADDITIONAL RESPONSIBILITIES:
Every employee of Republic Bank is responsible for knowing and practicing Bank Secrecy Laws (AML/CIP/SAR/CTR/OFAC), the USA Patriot Act, and other related regulations as they relate to their specific job function. Training will be provided during your Introductory Period and annually thereafter. If you need additional training, you are responsible for contacting your immediate supervisor.
WORKING CONDITIONS:
- Normal office environment with little exposure to dust, noise, temperature and the like.
- Requires manual dexterity sufficient enough to operate offices machines such as computers, fax machines, calculators, telephones, and other office equipment.
- Extended viewing of CRT screen.
- Moderate lifting up to 50 pounds.
- Repetitive hand and arm movement.
- May require excessive sitting, standing, bending and reaching.
- Normal range of hearing and vision.
- Must have reliable transportation.
We look forward to working with you and to the contributions you will make to Republic Bank of Chicago, as well as the opportunity to provide you with professional growth. However, we recognize that you retain the option, as does Republic Bank of Chicago, of ending your employment with us at any time, with or without notice and with or without cause. As such, your employment with Republic Bank of Chicago is at-will and neither this job description nor any other oral or written representations may be considered a contract for any specific period of time.
Salary : $50,000 - $65,000
