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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.
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.
Consumer Contact Center Professional I - M-F 1230p-9p
LOCATION -- Grand Rapids, Michigan 49546
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.
Fifth Third Bank, National Association is one of the top-performing banks in the country, with a history that spans more than 150 years. We’ve staked our claim on looking at things differently to make banking a Fifth Third better. This applies to our relationships with customers and employees alike.We employ about 18,000 people while offering:• A chance for employees to build their future, with supportive career development and comprehensive health and financial wellness programs.• An environment where we win together by celebrating achievements and working collaboratively.• An opportunity to make a difference in a positive and lasting way. Everything we do is geared toward improving lives.We’re proud that Fifth Third is a warm and caring place to grow – as a customer and as a team member.