Consumer Contact Center Professional I

Fifth Third Bank • Cincinnati, OH

9d

About The Position

The Consumer Contact Center Professional I handles customer 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 also educates customers about Bank products and services and recommends additional or alternative products when appropriate to their needs. The position is accountable for managing risk, following Bank policies and procedures, and supporting positive experiences for customers and colleagues.

The role provides accurate, courteous assistance across customer inquiries, including some complex questions within areas of expertise. It works to resolve issues during the call, follows up within promised timeframes when needed, and helps customers use available self-service and cost-effective service channels. The position also records or confirms customer information, uses computer systems to gather information and troubleshoot, suggests process improvements, and continually develops knowledge of Bank products and services. The position is located in Cincinnati, Ohio.

Requirements

• High school education or equivalent.
• Ability to perform data entry and use basic computer tools.
• Ability to understand and respond to customer inquiries in one or multiple product categories.
• Excellent customer service skills and ability to clearly articulate and explain information.
• 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.

Responsibilities

• Handle customer calls in a professional and courteous manner.
• Provide accurate information and explain products and policies clearly.
• Make every effort to answer customer questions and resolve problems during the call without transferring the customer.
• Handle some complex customer inquiries within areas of expertise.
• Complete required follow-up within the timeframe committed to the customer.
• Educate customers about and help them convert to available self-service channels; consistently offer more cost-effective service channels.
• Follow departmental policies and procedures, particularly those concerning customer confidentiality.
• Accurately enter or confirm customer information in various systems and initiate or complete request forms.
• Use computer systems for tracking, information gathering, and troubleshooting.
• Suggest process and policy improvements to increase productivity or customer satisfaction.
• Continue learning about Bank products and services.
• Perform other duties as assigned.
• Educate customers about Bank products and services and up-sell or cross-sell products based on customer needs.
• Identify, assess, manage, monitor, and report risks within the Bank's risk appetite.

Benefits

• Comprehensive benefits programs designed to support employees and their families, including 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