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GENERAL FUNCTION:
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 DUTIES AND 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 Representative I-9
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.
LOCATION -- Farmington Hills, Michigan 48331-3552
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.
