Commercial Support Client Specialist

Fifth Third Bank • Farmington Hills, MI

1d • Onsite

About The Position

Under minimal supervision, this position handles complex customer interactions (email, phone, etc.), providing outstanding customer service by answering customer's questions and solving the problem using job knowledge and available information. The role acts as a Subject Matter Expert (SME), fully utilizing knowledge of complex Commercial, TM, and Business Banking products for servicing specific products such as Fifth Third Direct, Commercial Card, ACH/Wire, Cash Vault, EDM, RDC, Lockbox, and others. The specialist assists in managing system issues experienced by clients using mainframe, software applications, CRM, and the Remedy trouble ticketing system, including the management and timely escalation of events resulting from hardware, software, communication, and process errors. The expectation is to own customer issues from beginning to end, with responsibility for the final communication of resolution to internal or external customers. The role is responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures. Accountable for always doing the right thing for customers and colleagues, ensuring that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

Requirements

• High school diploma or equivalent.
• Three (3) years of banking, financial services, or related experience, typically gained through time in CSR Levels I or II within Fifth Third's Commercial Support Center.
• Extensive knowledge of remittance processing preferred.
• Strong verbal and written communications skills.
• Basic PC skills.
• Detail oriented.
• Analytical skills.
• Ability to multi-task in a fast-paced environment.
• Strong organizational skills.

Responsibilities

• Fulfills incoming service requests and phone calls from Business Banking, Treasury Management, and Commercial Clients, Client Advisors, Commercial Banking Associates, and Relationship Officers for numerous products and services.
• Owns issues from beginning to end, with responsibility for providing status updates and final resolution of the issue to the requester.
• Works closely with external clients, Client Advisors, Commercial Banking Advisors, and other internal business partners to provide outstanding customer service and experience to all Commercial, Treasury Management, and Business Banking customers on requests that are more technical in nature.
• Prepares and provides supporting documentation for completed research requests.
• Performs duties with the majority of time spent on customer service requests that include: researching complex issues, assisting with complex setups, and handling escalated requests.
• Monitors the CRM Service Request queues and supporting reports to quickly assume ownership of an escalation and take the necessary action to resolve the issue or request.
• Writes correspondence via emails following defined company standards and guidelines.
• Investigates complex complaints utilizing internal and external customer relationships and extensive product knowledge to resolve customer complaints.
• Correctly identifies core customer issues or the nature of complaints based on feedback from customers and Commercial service support members and works toward resolution.
• Communicates with management any trends identified when reviewing or researching customer complaints.
• Updates and maintains appropriate files, databases, and other documentation within departmental guidelines.
• Manages time efficiently to ensure completion of assigned complaints/tasks while contributing to established department service standards and individual productivity goals.
• Interacts effectively with multiple teams within the Commercial, Treasury Management, and Business Banking, Central Operations, and Payment Operations organizations.
• Other duties as assigned.

Benefits

• Comprehensive benefits
• Differentiated compensation offerings
• Extensive benefits programs designed to support the individual needs of employees and their families, encompassing physical, financial, emotional and social well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees