Call Center Team Lead

Fifth Third Bank • Farmington Hills, MI

2d • Onsite

About The Position

The Call Center Team Lead serves as a subject matter expert and next-tier support for Call Center specialists, helping resolve internal and external customer questions, account issues, concerns, and escalated complaints. The role handles complex customer interactions through channels including email, phone, and Microsoft Teams, using advanced product and systems knowledge to provide outstanding service and resolve problems. The Team Lead documents interactions throughout the complaint workflow, ensures resolutions meet service-level agreements, and escalates issues outside those agreements to department management. The position also communicates trends and potential high-risk or systemic issues, acts as a liaison between management and specialists, and takes calls as business needs require.

The role supports specialist performance through observation, feedback, training, and communication of policy and procedure updates. It also assists with onboarding and training new employees, maintains department files and databases, and follows bank policies and risk procedures. The position has no supervisory responsibilities. It is located in Farmington Hills, Michigan.

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, organization, decision-making, analytical, and change-leadership skills.
• Experience with Microsoft products such as Access, Word, Excel, PowerPoint, and Outlook.

Nice To Haves

• Bachelor’s degree preferred.

Responsibilities

• Provide leadership support and next-tier assistance to front-line Call Center specialists for escalated complaints and consult calls.
• Document interactions throughout the complaint workflow.
• Communicate trends, high-risk issues, and systemic issues identified while reviewing or researching customer complaints to management.
• Serve as a liaison between management and Call Center specialists and as a primary department and customer contact when managers are absent.
• Take calls regularly based on business needs.
• Ensure complaint resolutions meet established service-level agreements and escalate issues outside those agreements to department management.
• Provide feedback to Call Center specialists through observation and training to improve performance.
• Update and maintain files, databases, and other documentation according to departmental guidelines.
• Communicate and train specialists on updates to policies and procedures.
• Assist with onboarding and training new employees and specialists.
• Follow bank policies and procedures, identify and manage risks, and support a positive customer experience.
• Perform other duties as assigned.

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: Mid Level
• Education Level: High school or GED