Call Center Customer Service Agent

Fifth Third Bank • Cincinnati, OH

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About The Position

The Call Center Customer Service Agent is the first point of contact for customers with general inquiries, concerns, or requests regarding solar and home improvement loans. The role requires professionalism and a strong commitment to providing world-class customer service. The agent is accountable for managing risk in accordance with bank policies and procedures, doing what is right for customers and colleagues, and supporting a positive customer experience.

This position is based in Cincinnati, Ohio. The posting notes that work may potentially be performed remotely and that availability to work evenings and weekends is required.

Requirements

• At least six months of recent call center experience.
• High school graduate or equivalent.
• Ability to multitask while providing accurate, efficient, and exceptional service.
• Excellent communication skills and a positive demeanor.
• Proven organizational skills and ability to prioritize.
• Experience with a CRM system.
• Analytical and data-driven abilities.
• Ability to work well independently.
• Excellent interpersonal and communication skills.
• Must be available to work evenings and weekends.

Nice To Haves

• Bilingual in English and Spanish.
• Experience with Salesforce, the preferred CRM.

Responsibilities

• Promptly answer incoming calls in a professional and friendly manner and determine the caller’s request.
• Answer questions and assist customers with support related to their solar system or loan application.
• Assist customers with payment and billing questions.
• Communicate and coordinate with internal departments as needed.
• Follow up on customer interactions.
• Perform customer identity verifications.
• Document customer interactions with concise and detailed account notes.
• Adhere to all Dividend policies and procedures.
• Complete other projects and duties as assigned.
• Identify, assess, manage, monitor, and report risks while operating within the Bank’s risk appetite.

Benefits

• Comprehensive benefits programs designed to support employees’ and their families’ 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