Bilingual Consumer Contact Prof I

Fifth Third; United States; On-site; USD 32,000 - 42,000; Full time

Job summary

Fifth Third Bank is seeking a bilingual Customer Service Representative to handle inbound calls in English and Spanish while delivering exceptional service. You will educate customers about bank products, resolve questions, and support upsell opportunities.

The role emphasizes accurate data entry, adherence to policies, and proactive problem solving within a supportive team and established processes.

Qualifications

• High school education or equivalent.
• Excellent customer service skills and the ability to articulate information clearly.
• Fluent in English and Spanish.

Responsibilities

• Handle customer calls in English and Spanish in a professional, courteous manner.
• Provide accurate information and explain products and policies clearly.
• Educate customers about bank products and services and upsell/cross-sell when appropriate.

Skills

Bilingual English/Spanish

Customer service

Data entry

Problem solving

Telephone communication

Education

High school diploma

Tools

CRM software

Data entry systems

Job description

Make banking a Fifth Third better® We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank.

GENERAL FUNCTION:

Handles telephone calls providing outstanding customer service using English and Spanish languages. By using job knowledge and the information available, makes every effort to answer the customer's question/solve the problem. Educates the customer about Bank products and services, and up sells and cross-sells other products based on the customer's needs. Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Handles customer calls in a professional, courteous manner, using English and Spanish languages.
• Provides accurate information to the customer.
• Explains products and policies so the customer can understand.
• Handles some complex customer inquiries in areas of expertise.
• Makes every effort possible to answer the customer's question or solve the problem during the call, without transferring the customer to another employee or department.
• When follow-up is required, doing so within the timeframe committed to the customer.
• Wherever possible help educate and convert the customer to a different or an additional self-service channel available.
• Consistently offer more cost effective service channels.
• Follows departmental policies and procedures, particularly in regards to customer confidentiality
• Accurately enters or confirms customer information into various systems; initiates and/or completes proper request forms in assisting customers.
• Effectively uses computer systems for tracking, information gathering, and/or troubleshooting.
• Suggest improvements and changes to processes and policies to improve productivity or customer satisfaction.
• Continually learning and developing knowledge of Bank products and services.
• Perform any other duties assigned.

SUPERVISORY RESPONSIBILITIES:

None.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• High school education or equivalent.
• Must be able to perform data entry and basic computer skills.
• Be able to understand and respond to customer inquiries in one or multiple product categories.
• Excellent customer service skills and the ability to articulate and explain information clearly.
• Previous customer service or call center experience preferred.
• Excellent telephone communication skills are essential.
• Must be able, and willing to learn about Bank products and services.
• Good problem solving skills.
• Must be fluent in English and Spanish languages.
• Bilingual Consumer Contact Prof I At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other.

Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day. The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location. Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being. You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner.

LOCATION -- Cincinnati, Ohio 45227

Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting. Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third. Any unsolicited resumes no matter how they are submitted will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.

Introduce yourself to our team to stay connected on future opportunities. We look forward to finding the right place for you. Are you ready to take the next step? Fifth Third is a bank thatthats as long on innovation as it is on history. Since 1858, weve been helping individuals, families, businesses and communities grow through smart financial services that improve lives. With a commitment to taking care of our customers, employees, communities and shareholders, our goal is not only to be the nation’s highest performing regional bank, but to be the bank people most value and trust.