Fifth Third Bank Service To Solutions Professional I in GRAND RAPIDS, Michigan

JOB DESCRIPTION:

Fifth Third Bank is one of the top-performing banks in the country, with a heritage that spans more than 150 years. We've staked our claim on looking at things differently to making banking a Fifth Third Better. This applies to our relationships with customers and employees alike.

We employ about 18,000 people, and what we offer is:

# A chance for employees to build their future, with supportive career development and financial wellness programs.

# An environment where we win together. We celebrate achievement and work collaboratively. We're also a three-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.

GENERAL FUNCTION: A customer service position with a primary focus on offering services and referring products to existing customers while resolving and handling their inbound calls. Utilizes knowledge of company products and systems to provide resolution to customers in a timely manner maintaining the highest level of professionalism within achieved skill set.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and 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:

  • Provides excellent customer service while meeting assigned goals through offering of applicable

products and services.

  • Maintains assigned goals while cross selling and referring additional products and services to support the customers immediate and future needs.

  • Achieves established sales goals including offer rate, referrals and revenue targets.

  • Provides accurate information to the customer. Explain products and policies so the customer

can understand.

*Wherever possible help educate and convert the customer to a different or an additional self-service channel available.

  • 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.

  • 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.

  • Suggest improvements and changes to processes and policies to improve productivity or customer experience.

  • Continually learning and developing knowledge of Bank products and services.

  • Uses computerized system for tracking, information gathering, and/or troubleshooting.

  • Perform all other duties as assigned.

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.

SUPERVISORY RESPONSIBILITIES: None.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

  • High school education or equivalent required* Sales experience preferred.

  • Previous call center or telemarketing experience preferred.

  • Must be able to perform data entry and basic computer skills

  • Good problem solving skills and ability to analyze data.

  • Basic PC skills are required.

  • Be able to understand and respond to customer inquiries in one or multiple product categories.

  • Excellent customer service and verbal communication skills and the ability to explain

information clearly.

  • Excellent telephone communication skills are essential

  • Must be able, and willing to learn about Bank products and services.

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.