Intern - Contact Center

“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!“ 

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 the last seven years! For more information about the company, please visit www.republicbank.com.

POSITION PURPOSE AND OBJECTIVES:
The Intern is responsible for performing a variety of Contact Center duties under the direct supervision of management. This position will gain exposure in areas of Customer Service, Training, Workforce Management, Production Support, Quality Assurance, Escalation Support, and Supervision/Management in a Contact Center. This is a paid internship slated to begin May 2025 and ending in May 2026.

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:
• Actively pursuing a bachelor’s degree in Business, Communications, Higher Education, or related degree with an anticipated graduation date of May 2026.
• Cumulative GPA 2.5 or greater required.
• Customer Service experience preferred.
• Willing to work 40 hours during the summer months and up to 24 hours during the fall/spring semesters.
• Strong MS Office skills including, but not limited to Excel, Word, PowerPoint, and Outlook required.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:
• Assist in the resolution of client complaints and escalated requests.
• Assist in the development and implementation of various training initiatives.
• Assist in the development and implementation of department procedures.
• Assist with daily quality assurance evaluations to ensure quality service standards are achieved.
• Assist in the processing of daily work/cases for Contact Center & Digital Experience.
• Assist with forecasting and creating department scheduling aligned to productivity and performance goals.
• Assist with monitoring progress of department staff to ensure achievement of individual and department goals.
• Motivate & encourage associates through positive communication, feedback, and leading by example.
• Learn and assist with creating client excellence strategy to actively impact the culture for long term gain.
• Answer inbound calls in a timely, professional manner; make outbound calls as directed. Ensure client satisfaction by resolving client research in a prompt and timely manner.
• Maintain a working knowledge of compliance requirements affecting your position and area of responsibilities and actively learn new regulations and assist in the implementation, if required.
• 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:
• Effective communication (written and verbal) skills.
• Requires a high energy level and strong sense of urgency.
• Good time management and organizational skills.
• Ability to multi-task and be detail oriented.
• Approach tasks with a sense of urgency and adhere to assigned deadlines.
• Always requires discretion and confidentiality in dealing with personnel matters.

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.

OTHER REQUIREMENTS:
• Flexible work schedule that may include some evenings, weekends, and overtime.
• Stay abreast of new developments, best practices, and statutory and regulatory changes.

**The above is intended to describe the general content of and requirements for the performance of this position. It is not construed as an exhaustive statement of duties, responsibilities, or requirements.