Consumer Contact Center Professional I

Fifth Third Bank•Cincinnati, OH

12d•Onsite

About The Position

The Consumer Contact Center Professional I handles telephone calls and provides outstanding customer service. Using job knowledge and available information, the role makes every effort to answer customer questions and resolve problems. It educates customers about bank products and services and recommends additional or alternative products based on their needs. The position is accountable for managing risk, following bank policies and procedures, raising concerns, and supporting positive experiences for customers and colleagues. It operates within the Bank’s risk appetite and identifies, assesses, manages, monitors, and reports risks. The role requires accurate, courteous communication, handling some complex inquiries within areas of expertise, and resolving issues during the call when possible. It also supports customers with follow-up, self-service options, and cost-effective service channels; uses computer systems to document, research, and troubleshoot; and continually develops knowledge of Bank products and services. There are no supervisory responsibilities.

Requirements

High school education or equivalent.
Ability to perform data entry and use basic computer skills.
Ability to understand and respond to customer inquiries in one or multiple product categories.
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

Previous customer service or call center experience preferred.

Responsibilities

Handle customer calls in a professional and courteous manner.
Provide accurate information and explain products and policies clearly.
Handle some complex customer inquiries within areas of expertise.
Make every effort to answer customer questions or resolve problems during the call without transferring the customer; complete follow-up within the committed timeframe when needed.
Help educate customers about and transition them to available self-service channels where possible.
Consistently offer more cost-effective service channels.
Follow departmental policies and procedures, particularly those concerning customer confidentiality.
Accurately enter or confirm customer information in systems and initiate or complete appropriate request forms.
Use computer systems for tracking, gathering information, and troubleshooting.
Suggest process and policy improvements to increase productivity or customer satisfaction.
Perform other assigned duties.
Continually learn and develop knowledge of Bank products and services.