Consumer Contact Center Professional I

Consumer Contact Center Professional I

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General function : Handles telephone calls providing outstanding customer service. By using job knowledge and the information available, makes every effort to answer the customers question / solve the problem. Educates the customer about Bank products and services, and up sells and cross-sells other products based on the customers needs.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Banks risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

Essential duties and responsibilities :

• Handles customer calls in a professional, courteous manner.
• Provides accurate information to the customer. Explains products and policies so the customer can understand.
• Handles some complex customer inquiries in areas of expertise.
• Makes every effort possible to answer the customers question or solve the problem during the call, without transferring the customer to another employee or department. When follow-up is required, doing so within the timeframe committed to the customer.
• Wherever possible help educate and convert the customer to a different or an additional self-service channel available.
• Consistently offer more cost effective service channels.
• Follows departmental policies and procedures, particularly in regards to customer confidentiality
• Accurately enters or confirms customer information into various systems; initiates and / or completes proper request forms in assisting customers.
• Effectively uses computer systems for tracking, information gathering, and / or troubleshooting.
• Suggest improvements and changes to processes and policies to improve productivity or customer satisfaction.
• Perform any other duties assigned.
• Continually learning and developing knowledge of Bank products and services.

Supervisory responsibilities : None.

Minimum knowledge, skills and abilities required :

Location Grand Rapids, Michigan 49546

Attention search firms and staffing agencies : do not submit unsolicited resumes for this posting. Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third. Any unsolicited resumes no matter how they are submitted will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.