Inbound Call Center Representative

Fifth Third Bank; Ohio; On-site; USD 32,000 - 42,000; Full time

Job summary

Fifth Third Bank in United States is seeking a Commercial Services Rep I to handle diverse customer interactions by phone and email, delivering accurate product information and guiding clients through basic banking services. You will be the primary contact for Premier and Core clients and coordinate Treasury Management requests.

You will follow bank policies, protect customer confidentiality, and navigate CRM systems to track issues.

Qualifications

• High school education or equivalent.
• Minimum two (2) years of previous customer service or commercial experience preferred.
• Must be able to perform data entry and basic computer skills.
• Knowledge of banking products and procedures helpful.
• Excellent customer service skills and the ability to articulate and explain information clearly.
• Excellent telephone communication skills are essential.
• Must be able, and willing to learn about Bank products and services.
• Good problem solving skills.

Responsibilities

• Handles customer interactions in a professional, courteous manner.
• Provides accurate information to the customer. Explains products and policies so the customer can understand.
• Handles Premier and Core client interactions. Serving as the main point of contact for this segment of clients.
• Directs Treasury Management product and service requests to the CSC Implementations Specialists.
• Provides Initial support for the following Commercial Products: Wire, ACH, Customer Statements, Healthcare, Lockbox, Vault Services, Go-ID, Copy Requests, and Balance Inquiry.
• Assumes ownership on every customer interaction to answer the customer's question or solve the problem during the initial contact.
• When escalation is required to provide customer resolution, agent will accurately route customer to the appropriate department.
• Follows departmental policies and procedures, particularly in regards to customer confidentiality.
• Accurately enters or confirms customer information into database; initiates and/or completes proper request forms in assisting customers.
• Handles a significant number of customer interactions within the call center environment.
• The interactions will be received via phone or email.
• Continuously utilized computer systems for tracking, information gathering, and/or troubleshooting.
• All issues or requests are successfully tracked by creating a service request within the CRM application.
• Adheres to minimum call center standards for quality, schedule adherence, attendance, and performance goals.
• Suggest improvements and changes to processes and policies to improve productivity or customer satisfaction.
• Continually learning and developing knowledge of Bank products and services.
• Other duties as assigned.

Skills

Customer service

Data entry

Telephone communication

Problem solving

Banking products knowledge

Education

High School Diploma or equivalent

Tools

CRM software

Microsoft Office

Job description

Job Description

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:

Schedules Available:

M - F 8:30am – 5:00pm

M - F 9:00am – 5:30pm

M - F 9:30am – 6:00pm

M - F 11:30am – 8:00pm

Handles Commercial customer interactions (email, telephone, etc.), providing outstanding customer service. Is knowledgeable in a limited number of Commercial products, or products of low complexity. By using job knowledge and the information available, makes every effort to answer the customer's question/solve the problem. Educates the customer about Commercial products and services.

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 DUTIESAND RESPONSIBILITIES:

• Handles customer interactions in a professional, courteous manner.
• Provides accurate information to the customer. Explains products and policies so the customer can understand.
• Handles Premier and Core client interactions. Serving as the main point of contact for this segment of clients.
• Directs Treasury Management product and service requests to the CSC Implementations Specialists.
• Provides Initial support for the following Commercial Products: Wire, ACH, Customer Statements, Healthcare, Lockbox, Vault Services, Go-ID, Copy Requests, and Balance Inquiry.
• Assumes ownership on every customer interaction to answer the customer's question or solve the problem during the initial contact. When escalation is required to provide customer resolution, agent will accurately route customer to the appropriate department.
• Follows departmental policies and procedures, particularly in regards to customer confidentiality.
• Accurately enters or confirms customer information into database; initiates and/or completes proper request forms in assisting customers.
• Handles a significant number of customer interactions within the call center environment. The interactions will be received via phone or email.
• Continuously utilized computer systems for tracking, information gathering, and/or troubleshooting. All issues or requests are successfully tracked by creating a service request within the CRM application.
• Adheres to minimum call center standards for quality, schedule adherence, attendance, and performance goals.
• Suggest improvements and changes to processes and policies to improve productivity or customer satisfaction.
• Continually learning and developing knowledge of Bank products and services.
• Other duties as assigned.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• High school education or equivalent.
• Minimum two (2) years of previous customer service or commercial experience preferred.
• Must be able to perform data entry and basic computer skills.
• Knowledge of banking products and procedures helpful.
• Excellent customer service skills and the ability to articulate and explain information clearly.
• Excellent telephone communication skills are essential.
• Must be able, and willing to learn about Bank products and services.
• Good problem solving skills.

WORKING CONDITIONS:

• Normal office environment with little exposure to dust, noise, temperature and the like.
• Extended viewing of CRT screen.
• Extended telephone use.
• Repetitive keystroke movements.
• May occasionally lift or move up to 10 lbs.

Commercial Services Rep 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 t