Call Center Team Lead

Fifth Third Bank • Farmington Hills, MI

3d • Onsite

About The Position

The Call Center Team Lead acts as a subject matter expert who helps agents resolve internal and external customer questions, issues, and concerns about accounts. The role handles complex customer interactions through channels such as email, phone, and MS Teams, using advanced product and system knowledge to answer questions and resolve problems. It provides next-tier leadership support to front-line Call Center specialists, including help with escalated complaints and consult calls, coaching, training, and support for new employees. The Team Lead also serves as a point of contact between management, specialists, and customers when managers are absent, and takes calls as business needs require.

The role is accountable for managing risk and following Bank policies and procedures while supporting a positive customer experience. It ensures complaints are resolved within service level agreements, escalates issues outside those agreements, and communicates trends or high-risk and systemic issues to management. The position maintains complaint documentation and departmental records, and communicates policy and procedure updates to specialists. Supervisory responsibilities: none.

Requirements

• High school education or equivalent.
• At least 3 years of previous customer service or equivalent industry experience, and/or at least 1 year of Call Center Support Team Specialist experience.
• Self-motivation and initiative.
• Ability to work in a team environment.
• Demonstrated ability to resolve complex consumer account problems.
• Attention to detail.
• Prioritization and flexibility.
• Strong verbal and written communication skills.
• Extensive knowledge of bank products, the regulatory environment as it applies to problem resolution, procedures, and operating systems.
• Leadership skills.
• Organization skills.
• Decision-making skills.
• Analytical skills.
• Change leadership skills.
• Experience with Microsoft products, such as Access, Word, Excel, PowerPoint, and Outlook.

Nice To Haves

• Bachelor’s degree preferred.

Responsibilities

• Provides next-tier support to front-line Call Center specialists for escalated complaints and consult calls, documenting interactions throughout the complaint workflow.
• Communicates trends and high-risk or systemic issues identified while reviewing or researching customer complaints to management.
• Serves as a liaison between management and Call Center specialists and as a primary departmental and customer contact in managers’ absence; takes calls as business needs require.
• Ensures complaints are resolved within established service level agreements and escalates issues outside those agreements to department management.
• Provides feedback, observation, and training to improve specialist performance.
• Updates and maintains appropriate files, databases, and other documentation within departmental guidelines.
• Communicates and trains specialists on updates to policies and procedures.
• Assists with onboarding and training new employees and specialists.
• Performs other duties as assigned.
• Identifies, assesses, manages, monitors, and reports risks while following Bank policies and procedures.

Benefits

• Comprehensive benefits programs supporting 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