Call Center Team Lead: Escalations & Training SME

Fifth Third; United States; On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Comprehensive benefits

Job summary

Fifth Third Bank seeks a Call Center Team Lead to act as SME for agent support, resolving complex customer questions across multiple channels while upholding risk controls and high service standards. You will guide frontline specialists, document interactions, and collaborate with management to identify trends and improve outcomes.

The role requires banking product knowledge, strong communication, and MS Office skills, with opportunities for leadership development.

Qualifications

• Minimum 3 years of customer service and/or 1 year in Call Center Support Team exposure.
• Bachelor’s degree preferred.
• Strong written and verbal communication skills.

Responsibilities

• Provide leadership support for front line Call Center specialists as next tier support.
• Document all interactions throughout the complaint workflow.
• Ensure resolutions meet SLAs and escalate beyond SLA when needed.
• Coach and train specialists to improve performance and accuracy.

Skills

Customer service

Team leadership

Communication

Analytical skills

Microsoft Office

Problem solving

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

MS Teams

Excel

Word

PowerPoint

Outlook

Job description

Fifth Third Bank seeks a Call Center Team Lead to act as SME for agent support, resolving complex customer questions across multiple channels while upholding risk controls and high service standards. You will guide frontline specialists, document interactions, and collaborate with management to identify trends and improve outcomes.

The role requires banking product knowledge, strong communication, and MS Office skills, with opportunities for leadership development.