Commercial Services Representative I - Schedules Available: M - F 8:30 am - 5:00 pm M - F 9:30 am - 6:00 pm

Fifth Third Bank • Farmington Hills, MI

1d • Onsite

About The Position

The Commercial Services Representative I handles Commercial customer interactions by phone, email, and other channels, providing accurate information and outstanding customer service. The representative has knowledge of a limited number of Commercial products or products of low complexity, works to answer questions and resolve problems, and educates customers about Commercial products and services. This role serves as the main point of contact for Premier and Core clients and provides initial support for products including Wire, ACH, Customer Statements, Healthcare, Lockbox, Vault Services, Go-ID, Copy Requests, and Balance Inquiry. Treasury Management product and service requests are directed to CSC Implementations Specialists.

The representative takes ownership of customer interactions and works to resolve issues during the initial contact, escalating and routing cases appropriately when needed. The role involves documenting customer requests in the CRM application, maintaining customer confidentiality, and meeting call center quality, schedule-adherence, attendance, and performance standards. The position is based in a normal office environment in Farmington Hills, Michigan, with available Monday–Friday schedules of 8:30 a.m.–5:00 p.m. or 9:30 a.m.–6:00 p.m.

Fifth Third describes its Total Rewards as including comprehensive benefits and differentiated compensation. Benefits are intended to support employees’ and their families’ physical, financial, emotional, and social well-being; specific benefits are not listed in the posting.

Requirements

• High school education or equivalent.
• Ability to perform data entry and basic computer tasks.
• Excellent customer service skills and ability to articulate and explain information clearly.
• Excellent telephone communication skills.
• Ability and willingness to learn about Bank products and services.
• Good problem-solving skills.

Nice To Haves

• At least two years of previous customer service or commercial experience is preferred.
• Knowledge of banking products and procedures is helpful.

Responsibilities

• Handle customer interactions professionally and courteously by phone, email, and other channels.
• Provide accurate information and explain products and policies clearly to customers.
• Serve as the main point of contact for Premier and Core clients.
• Direct Treasury Management product and service requests to CSC Implementations Specialists.
• Provide initial support for Wire, ACH, Customer Statements, Healthcare, Lockbox, Vault Services, Go-ID, Copy Requests, and Balance Inquiry.
• Take ownership of customer interactions and seek to answer questions or resolve problems during the initial contact.
• Route customers to the appropriate department when escalation is required.
• Follow departmental policies and procedures, particularly those concerning customer confidentiality.
• Enter or confirm customer information in the database and initiate or complete relevant request forms.
• Track issues and requests by creating service requests in the CRM application; use computer systems for information gathering and troubleshooting.
• Meet minimum call center standards for quality, schedule adherence, attendance, and performance goals.
• Suggest process and policy improvements to increase productivity or customer satisfaction.
• Continue learning about and developing knowledge of Bank products and services.
• Perform other duties as assigned.

Benefits

• Comprehensive benefits programs intended 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