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Job Details

Contact Center Manager Consumer Services

Company name
First Republic Bank

San Francisco, CA

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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 Manager in Consumer Services will be responsible for providing high quality client customer service through the daily management of employees, including, but not limited to, monitoring the workflow and call volume, as well as, team member hiring, motivating, coaching, and training. Handling escalated issues from agents or as they are reported and ensuring that cases are managed properly and in a timely manner. Primary focus on ensuring that our standard of high quality customer service is delivered by the team and ensuring Service Levels are met and Call Quality scores are exceeding expectations as set by management.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 the First Republic Bank core values.Cultivating a positive and supportive culture within our contact centers.Identify opportunities for process improvements and create actionable solutions.Successful delivery of service level standards. Analyze key performance indicators daily. Identify conditions that are impacting service levels to determine solutions in a timely manner. Partner with site leadership to deliver a quality coaching culture, which results in high performance and growth.Regularly delivers performance reviews based on statistical performance, coaching and counseling for each team member. Inspect Performance reviews and Coaching Journal 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

Company info

First Republic Bank
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Company Profile
First Republic and its subsidiaries offer private banking, private business banking and private wealth management, including investment, trust and brokerage services. First Republic specializes in delivering exceptional, relationship-based service, with a solid commitment to responsiveness and action. Services are offered through preferred banking or wealth management offices primarily in San Francisco, Palo Alto, Los Angeles, Santa Barbara, Newport Beach, San Diego, Portland, Palm Beach, Boston, Greenwich, and New York City. First Republic offers a complete line of banking products for individuals and businesses, including deposit services, as well as residential, commercial and personal loans.

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