Fifth Third Bank Commercial Services Rep I - Various Shifts in CINCINNATI, Ohio
Fifth Third Bank is one of the top-performing banks in the country, with a heritage that spans more than 150 years. As The curious bank, we've staked our claim on looking at things differently, at being better listeners and at showing more commitment. We employ about 19,000 people, and what we offer is:
This applies to our relationships with customers and employees alike.
A chance for employees to build their future, with supportive career development and financial welln ess programs.
An environment where we win together. We celebrate achievement and work collaboratively. We're also a two-time Gallup Great Workplace honoree.
An invitation to impact lives in a positive and lasting way. Everything we do is geared toward improving lives. That's fun and exciting.
It comes down to the fact that Fifth Third is a warm and caring place to with which to grow # as a customer or as a team member.
Central Operations is the home of over 2,300 employees who handle Fifth Third Bank's back-office functions and Contact Center services for nearly six million customers. Our goal is to operate as an efficient, behind-the-scenes machine to allow Fifth Third Bank transactions to be seamlessly executed for our affiliates and customers.
Monday-Friday - Various Schedules between 7am and 10pm
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 knowledgeandtheinformation 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 DUTIES & 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 totheappropriatedepartment.
.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.
Fifth Third Bank 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.
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.
.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.