Dividend - Call Center Customer Service Agent

Fifth Third Bank • Cincinnati, OH

1d • Onsite

About The Position

Fifth Third Bank is seeking an advanced-level customer service representative to handle customer issues by phone and messaging across multiple products and services. Under moderate supervision, the agent uses job knowledge and available information to answer questions and resolve problems while providing outstanding customer service. The role is accountable for managing risk, following policies and procedures, protecting customer confidentiality, and contributing to a positive experience for customers and colleagues. The position is located in Cincinnati, Ohio.

Requirements

• High school education or equivalent.
• At least 1 year of customer service experience required; 2–3 years preferred.
• Ability to service core product groups with a minimum of 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.
• Ability and willingness 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 and messaging in a professional and courteous manner, following Knowledge Bank policies and procedures.
• Handle non-routine and more difficult calls and messages.
• Provide accurate information and explain products and policies clearly to customers, using an appropriate global or template when available.
• Service core product groups and meet minimum performance metrics, demonstrating proficiency in at least two advanced skills.
• Make every effort to resolve the customer's question or problem without transferring the customer to another employee or department.
• Complete required customer follow-up within the timeframe committed to the customer.
• Follow departmental policies and procedures, particularly those concerning customer confidentiality.
• Accurately enter or confirm customer information in the database and initiate or complete request forms as needed.
• Use computer systems for tracking, gathering information, and troubleshooting.
• Continually develop technical expertise and knowledge of Bank products and services.
• Perform other duties as assigned.
• Identify, assess, manage, monitor, and report risks while operating within the Bank's risk appetite.

Benefits

• Comprehensive benefits programs intended to support employees' and families' 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