Dividend - Call Center Customer Service Agent

Fifth Third Bank • Cincinnati, OH

3d • Onsite

About The Position

The Call Center Customer Service Agent provides advanced-level customer service by phone and messaging across multiple banking products and services. Under moderate supervision, the agent uses job knowledge and available information to answer customer questions and resolve problems, including non-routine and more difficult inquiries. The role requires professional, courteous communication, accurate explanations of products and policies, and efforts to resolve issues without transferring customers whenever possible. When follow-up is needed, the agent completes it within the timeframe promised.

The agent services core product groups while meeting minimum performance metrics, protects customer confidentiality, accurately records or confirms customer information, and uses computer systems for tracking, information gathering, and troubleshooting. The position also involves continually developing knowledge of the Bank’s products and services and following policies and procedures. The agent is accountable for identifying, assessing, managing, monitoring, and reporting risk, and for supporting positive customer and colleague experiences.

This position is located in Cincinnati, Ohio. Fifth Third describes its Total Rewards as including comprehensive benefits and differentiated compensation, with benefits intended to support employees and their families across physical, financial, emotional, and social well-being. Individual base salaries vary according to factors including role, skills, experience, education, and geographic location; no specific salary range is provided.

Requirements

• High school education or equivalent.
• At least 1 year of customer service experience is required; 2–3 years is preferred.
• Ability to service core product groups with at least two advanced skills.
• Ability to understand and respond to customer inquiries across multiple product categories.
• Dynamic and engaging written communication style.
• Proven typing and computer navigation skills.
• Ability to perform data entry and basic computer tasks.
• Proven phone skills and ability to de-escalate verbally.
• Excellent customer service skills and ability to articulate and explain information clearly.
• Willingness and ability to learn to service all core product groups: Deposit, Online, Bankcard, Loans, and Mortgage.

Nice To Haves

• 2–3 years of customer service experience.

Responsibilities

• Handle customer inquiries by phone or messaging in a professional and courteous manner, following policies and procedures in Knowledge Bank.
• Handle non-routine and more difficult calls and messages.
• Provide accurate information and explain products and policies clearly, using an appropriate global or template when available.
• Service core product groups while meeting minimum performance metrics.
• Make every effort to answer customer questions or solve problems without transferring customers; complete required follow-up within the promised timeframe.
• Follow departmental policies and procedures, particularly those related to customer confidentiality.
• Accurately enter or confirm customer information in the database and initiate or complete appropriate request forms.
• Use computer systems for tracking, information gathering, and troubleshooting.
• Continually develop technical expertise and knowledge of Bank products and services.
• Identify, assess, manage, monitor, and report risks while following Bank policies and procedures.
• Perform other duties as assigned.

Benefits

• Comprehensive benefits programs intended 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: Mid Level
• Education Level: High school or GED