Client-Focused Commercial Support Specialist

Fifth Third Bank; Cincinnati (OH); On-site; USD 42,000 - 56,000; Full time

Job summary

Fifth Third Bank in Cincinnati, OH, is seeking a Commercial Support Client Specialist to handle complex customer interactions by phone and email, owning issues from start to finish and coordinating with internal teams on Commercial, Treasury Management and Business Banking accounts.

You will use CRM, Remedy, and mainframe tools to resolve problems, provide timely updates, and write clear correspondence, while complying with risk and policy standards.

Qualifications

• High school diploma or equivalent.
• Three years of banking/financial services experience, typically gained through CSR Levels I or II within Fifth Third's Commercial Support Center.
• Extensive knowledge of remittance processing preferred.
• Strong verbal and written communications skills.
• Basic PC skills.
• Detail oriented.
• Analytical skills.
• Ability to multi-task in a fast paced environment.
• Strong organizational skills.

Responsibilities

• Fulfills incoming service request and phone calls from Business Banking, Treasury Management and Commercial Clients, Client Advisors, Commercial Banking Associates and Relationship Officers for numerous products and services. Owns issues from beginning to end, with responsibility for providing status updates and final resolution of issue to the requester.
• Works closely with external clients, Client Advisors, Commercial Banking Advisors and other internal business partners to provide outstanding customer service and experience to all Commercial, Treasury Management and Business Banking customers on requests that are more technical in nature.
• Prepares and provides supporting documentation for completed research requests.
• Performs duties with majority of time spent on customer service requests that include: researching complex issues, assisting with complex setups, and handling escalated requests.
• Monitors the CRM Service Request queues and supporting reports to quickly assume ownership of an escalation and take the necessary action to resolve the issue or request.
• Writes correspondence via emails following defined company standards and guidelines.
• Investigates complex complaints utilizing internal and external customer relationship and extensive product knowledge to resolve customer complaints.
• Correctly identify core customer issue or nature of complaint based on feedback from customers and Commercial service support members and work toward resolution.
• Communicate with management any trends identified when reviewing or researching customer complaints.
• Updates and maintains appropriate files, databases and other documentation within departmental guidelines.
• Manages time efficiently to ensure completion of assigned complaints/tasks while contributing to established department service standards and individual productivity goals.
• Interacts effectively with multiple teams within the Commercial, Treasury Management and Business Banking, Central Operations and Payment Operations organizations.
• Other duties as assigned.

Skills

Strong verbal and written comms

Analytical skills

Detail oriented

Multi-tasking in fast-paced env

Strong organizational skills

Education

High school diploma or equivalent

Tools

CRM software

Remedy

Job description

Fifth Third Bank in Cincinnati, OH, is seeking a Commercial Support Client Specialist to handle complex customer interactions by phone and email, owning issues from start to finish and coordinating with internal teams on Commercial, Treasury Management and Business Banking accounts.

You will use CRM, Remedy, and mainframe tools to resolve problems, provide timely updates, and write clear correspondence, while complying with risk and policy standards.