Banking Customer Care Specialist - Call Center

Fifth Third Bank; Cincinnati (OH); On-site; USD 32,000 - 42,000; Full time

Job summary

Fifth Third Bank in Cincinnati, Ohio seeks an Advanced-level Customer Service Representative to handle calls and messages across multiple products, delivering strong service with proper risk awareness under moderate supervision.

You will use knowledge Bank policies to resolve issues, provide product explanations, and escalate as needed while maintaining confidentiality and quality service.

Qualifications

• 2–3 years of customer service experience preferred.
• Minimum 1 year of experience required.
• High school education or equivalent.
• Ability to understand and respond to customer inquiries across product categories.
• Dynamic and engaging written communication style.
• Proven typing and computer navigation skills.
• Data entry ability and basic computer skills.
• Proven phone skills and ability to de-escalate verbally.
• Excellent customer service skills and clear information articulation.
• Willingness to learn all core product groups (Deposit, Online, Bankcard, Loans, Mortgage).

Responsibilities

• Handles customers via phone or messaging, in a professional, courteous manner utilizing policies and procedures within Knowledge Bank.
• Handles non-routine and more difficult calls and messages.
• Provides accurate information to the customer and explains products and policies so the customer can understand.
• Services core product groups while demonstrating proficiency through meeting minimum performance metrics.
• Takes every step possible to answer the customer's question or solve the problem, without transferring the customer to another employee or department.
• When follow-up is required, does so within the timeframe committed to the customer.
• Follows departmental policies and procedures, particularly in regard to customer confidentiality.
• Accurately enters or confirms customer information into database; initiates and/or completes proper request forms in assisting customers.
• Effectively uses computer systems for tracking, information gathering, and/or troubleshooting.
• Continually develops technical expertise and knowledge of Bank products and services.
• Performs any other duties assigned.

Skills

Customer service

Phone skills

Typing and computer navigation

Written communication

Data entry

De-escalation

Multi-product knowledge

Learn core product groups

Education

High school diploma or equivalent

Job description

Fifth Third Bank in Cincinnati, Ohio seeks an Advanced-level Customer Service Representative to handle calls and messages across multiple products, delivering strong service with proper risk awareness under moderate supervision.

You will use knowledge Bank policies to resolve issues, provide product explanations, and escalate as needed while maintaining confidentiality and quality service.