Consumer Contact Center Professional I

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GENERAL FUNCTION:

Handles telephone calls providing outstanding customer service. 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.
• 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.
• Perform any other duties assigned.
• Continually learning and developing knowledge of Bank products and services.

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.
   

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. 

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.