Banking Call Center Team Lead — Elevate Customer Service

Fifth Third Bank; Farmington Hills (MI); On-site; USD 55,000 - 75,000; Full time

Job summary

Fifth Third Bank in Farmington Hills, MI is recruiting a Call Center Team Lead to supervise frontline specialists, escalate complex inquiries, and ensure high-quality customer service. You will drive performance, monitor SLAs, and collaborate with management to address trends and risks.

The role emphasizes strong communication, team leadership, and deep knowledge of banking products and regulatory requirements. A Bachelor’s degree is preferred, with solid call center experience required.

Qualifications

• High school education or equivalent. Bachelor's degree preferred.
• Minimum 3 years of customer service experience and/or 1 year of Call Center Support Team Specialist experience.
• Ability to lead and train teams.
• Strong verbal and written communication skills.
• Extensive knowledge of banking products and regulatory environment as it applies to problem resolution.

Responsibilities

• Provides leadership support for front line Call Center specialists as next tier support for escalated complaints.
• Communicates trends or systemic issues to management.
• Acts as liaison between management and Call Center specialists.
• Ensures resolution of complaints meets SLA; escalates if needed.
• Provides feedback through observation and training to improve performance.
• Maintains documentation within guidelines.
• Trains specialists on policy updates.
• Assists with onboarding and training of new employees.

Skills

Leadership

Customer service

Call center knowledge

SLA management

Communication (verbal & written)

Training/mentoring

Microsoft Office

Data analysis

Education

Bachelor's degree preferred

Tools

MS Excel

PowerPoint

Outlook

MS Access

Job description

Fifth Third Bank in Farmington Hills, MI is recruiting a Call Center Team Lead to supervise frontline specialists, escalate complex inquiries, and ensure high-quality customer service. You will drive performance, monitor SLAs, and collaborate with management to address trends and risks.

The role emphasizes strong communication, team leadership, and deep knowledge of banking products and regulatory requirements. A Bachelor’s degree is preferred, with solid call center experience required.