Bilingual Consumer contact Professional I (SPANISH PREFERRED) - 9:00A-6:00P MTWF/Sat 10:00A-4:00P

Fifth Third Bank•Grand Rapids, MI

1d•Onsite

About The Position

This role involves handling telephone calls and providing outstanding customer service in both English and Spanish. The professional is expected to use their job knowledge to answer customer questions and solve problems, educate customers about Bank products and services, and engage in up-selling and cross-selling based on customer needs. The position requires accountability for risk by openly exchanging ideas, elevating concerns, and adhering to policies and procedures. It emphasizes doing the right thing for customers and colleagues to ensure a positive customer experience, while operating within the Bank's risk appetite and consistently identifying, assessing, managing, monitoring, and reporting risks.

Requirements

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.
Excellent telephone communication skills are essential.
Must be able, and willing to learn about Bank products and services.
Good problem solving skills.
Must be fluent in English and Spanish languages.

Nice To Haves

Previous customer service or call center experience preferred.

Responsibilities

Handles customer calls in a professional, courteous manner, using English and Spanish languages.
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.
Continually learning and developing knowledge of Bank products and services.
Perform any other duties assigned.