Consumer Contact Center Professional I - Monday, Tuesday, Wednesday, Friday, Saturday schedule

Fifth Third Bank • Farmington Hills, MI

14d

About The Position

The Consumer Contact Center Professional I handles customer telephone calls and provides outstanding, courteous service. The role uses job knowledge and available information to answer questions and resolve problems, including some complex inquiries within areas of expertise. It explains bank products and policies clearly, educates customers about products and services, and recommends additional products or more cost-effective self-service channels based on customer needs. The position follows customer-confidentiality policies and applicable procedures, accurately records or confirms customer information, and uses computer systems for tracking, information gathering, and troubleshooting. It is accountable for managing and reporting risks within the Bank’s risk appetite and for supporting positive customer and colleague experiences. The role has no supervisory responsibilities. The stated schedule is Monday, Tuesday, Wednesday, Friday, and Saturday. The position is located in Farmington Hills, Michigan.

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.

Responsibilities

• Handle customer calls professionally and courteously, providing accurate information.
• Explain products and policies in a way customers can understand.
• Address customer inquiries and make every effort to resolve issues during the call without transferring the customer.
• Complete any necessary follow-up within the timeframe promised to the customer.
• Educate customers about available self-service channels and, where possible, help them adopt those channels.
• Offer more cost-effective service channels where appropriate.
• Follow departmental policies and procedures, particularly those concerning customer confidentiality.
• Accurately enter or confirm customer information in various systems and initiate or complete appropriate 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.
• Identify, assess, manage, monitor, and report risks while operating within the Bank’s risk appetite.

Benefits

• Comprehensive benefits designed to support employees’ and 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