Bilingual Consumer Contact Professional I 9:00A-6:00P MTWF/Sat 10:00A-4:00P and 9:00A-6:00P MTWF/Sat 11:00A-5:00P

Fifth Third Bank • Grand Rapids, MI

22h • Onsite

About The Position

The Bilingual Consumer Contact Professional I handles customer telephone calls in English and Spanish, aiming to provide outstanding service and answer questions or resolve problems using job knowledge and available information. The role explains Bank products and policies, educates customers about products and services, and recommends additional or alternative offerings based on customer needs.

The position requires responsible risk management, adherence to Bank policies and procedures, and actions that support a positive customer experience. It also involves entering or confirming customer information, using computer systems to track information and troubleshoot, and continuing to learn about Bank products and services. The position is located in Grand Rapids, Michigan. The posting lists two schedule options: 9:00 a.m.–6:00 p.m. Monday, Tuesday, Wednesday, Friday, and Saturday 10:00 a.m.–4:00 p.m.; or 9:00 a.m.–6:00 p.m. Monday, Tuesday, Wednesday, Friday, and Saturday 11:00 a.m.–5:00 p.m.

Requirements

• High school education or equivalent.
• Ability to perform data entry and use basic computer skills.
• Ability to understand and respond to customer inquiries in one or more product categories.
• Excellent customer service skills and ability to articulate and explain information clearly.
• Excellent telephone communication skills.
• Willingness and ability to learn about Bank products and services.
• Good problem-solving skills.
• Fluency in English and Spanish.

Nice To Haves

• Previous customer service or call center experience is preferred.

Responsibilities

• Handle customer calls professionally and courteously in English and Spanish.
• Provide accurate information and explain products and policies clearly.
• Handle some complex customer inquiries within areas of expertise.
• Make reasonable efforts to answer questions or solve problems during the call without transferring the customer; complete necessary follow-up within the timeframe committed.
• Educate customers about available self-service channels and, where possible, help them adopt those channels.
• Offer more cost-effective service channels consistently.
• Follow departmental policies and procedures, particularly those concerning customer confidentiality.
• Accurately enter or confirm customer information in various systems and initiate or complete appropriate request forms.
• Use computer systems for tracking, information gathering, and troubleshooting.
• Suggest process and policy improvements to increase productivity or customer satisfaction.
• Continue learning and developing knowledge of Bank products and services.
• Perform other duties as assigned.
• Identify, assess, manage, monitor, and report risks while following Bank policies and procedures.

Benefits

• Comprehensive benefits designed to support employees and their families across physical, financial, emotional, and social well-being.
• Differentiated compensation offerings.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED