GENERAL FUNCTION: Provide excellent customer care to customers regarding daily transactions,
addressing inquiries, and problem resolution, in accordance with Fifth Third Bank policies. Refer
customers to the appropriate business partner for products and services uncovered during business interactions and/or conversations.
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 ensuresthatactions 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.
ESSENTIAL DUTIES & RESPONSIBILITIES:
. Customer Experience Function:
o Promote good customer experience by consistently providing best in class customer satisfaction by adhering to and applying customer experience key behaviors in a friendly demeanor, exemplifying a can-do attitude, and portraying awillingnesstohelpat all times.
o Have a developed rapport with the customer base and have knowledge of account ownership.
o Act with confidence by answering and/or finding answers to customer questions and finding solutions to customer issues; be responsive and timely with correspondence and problem resolution.
o Maintain a position of trust and responsibility by keeping all customer business confidential.
o Follow the Bancorp Code of Business Conduct and Ethics and other related policies, maintaining ethical behavior at all times.
. Operations Function:
o Perform daily office responsibilities, working with the platform team, to maintain the efficient operation of the office.
o Maintain a balancing record that is in line with policy and have the ability to find and correct outages and to enlist help as needed.
o Maintain knowledge of the bank policies and financial center procedures, and take responsibility to keep up to date on any changes.
o Handle consumer and business customer problems with professionalism, directing more complex issues seamlessly to the Lead Customer Service Representative or other leadership as necessary.
o Demonstrate sound judgment in decision making, abiding appropriately to established guidelines and procedures.
. Referrals Function:
o Consistently meet or exceed sales referrals, as set by management.
o Actively involve self in daily huddles, sales meetings and staff meetings.
o Maintain a well-developed working knowledge of the complete line of Retail products and services offered, taking responsibility to keep up to date and request assistance for further development needs.
o Initiate conversations to uncover customer needs and effectively refer customers to business partners for the selling of bank products and services.
o Utilize appropriate tools for all referrals sent to business partners for tracking purposes.
o Consistent daily review of tools and dashboards for referral progression and monitoring of referral fulfillment to ensure proper disposition of referrals.
o Continuously increase knowledge and skills through self-motivation, formal education, seminars and in-house training.
SUPERVISORY RESPONSIBILITIES: None.
Banking Customer Service Representative
If you are a dynamic and driven Customer Service Representative who has the desire to advance your career with a stable and highly regarded financial institution, join our Customer Service team at Fifth Third Bank! We are seeking dedicated Banking Customer Service Reps to provide excellent customer service in daily transactions, customer inquiries and problem resolution in accordance with Fifth Third Bank policies. As a Banking Customer Service Rep with Fifth Third Bank, you will refer customers to the appropriate business partners for product and service needs uncovered during business transactions and/or conversations. You will also consistently meet and exceed sales referral goals as set by management, promote good customer relations with a friendly demeanor and willingness to help at all times and honor customer confidentiality.
As a Banking Customer Service Rep with Fifth Third Bank, you will develop rapport with the customer base, greet them by name, be responsive and timely with correspondence and problem resolutions, process credit card applications and display a caring attitude. You will also continuously increase your professional knowledge and skill set through seminars and in-house training, act with confidence to find answers to customer questions and follow the Bancorp Code of Business Conduct and Ethics.
Additional responsibilities of the Banking Customer Service Rep include:
Handling cash and processing customer transactions
Initiating conversations with customers to uncover their needs and referring them to the appropriate business partners to meet personal and financial center referral and sales goals
Personally maintaining a balancing record, finding and correcting errors and asking for help in this process as needed
Handling customer issues with professionalism and seamlessly directing complex issues to management staff
Maintaining up-to-date knowledge of financial center policies, procedures, products and services
Performing daily office responsibilities alongside other staff members to maintain the efficient operation of the financial center.
At Fifth Third Bank, we understand that our employees work tirelessly to provide customers with the best products and service possible. Therefore, we are proud to offer our Banking Customer Service Reps a generous compensation and benefits package. We also offer a quarterly bonus based on overall financial center customer service performance and a monthly bonus based on sales and referrals. We believe in promoting from within and offer extensive online and in-class training opportunities for Banking Customer Service Reps that wish to move up with us. In fact, you can start the training process to become a Lead Customer Service Representative as soon as you are hired!
Additional benefits for the Banking Customer Service Rep include:
Medical, dental and vision insurance
Fifth Third Wellness Rewards for completing certain wellness activities
Matched 401(K) retirement plan
Profit sharing program
Employee stock purchase plan
Basic and supplemental life insurance
Paid time-off for vacation, holidays, sick time, medical appointments and jury duty with the option to purchase more vacation time during open enrollment
Voluntary personal accident insurance
Pre-tax flexible spending account for healthcare, dependent care and parking/transit
Employee assistance program
Special banking discounts and privileges
For more information about who we are and what we do, please visit our website. We look forward to hearing from you!
Preferred Job Requirements
As a Banking Customer Service Rep with Fifth Third Bank, you must have exceptional interpersonal, written and verbal communication skills and excellent time management and problem-solving skills. You must be able to interact confidently and comfortably with the public, take the initiative and utilize sound judgment to make decisions and work positively and cooperatively with a team.
Additional preferred requirements for the Banking Customer Service Rep include:
Minimum 1 year experience in a Banking, Retail, Sales or other role that involves cash handling and customer service
High school education or equivalent experience
Strong working knowledge of banking retail policies and procedures
Advanced math abilities
Ability to work a flexible schedule
Ability to lift up to 25 pounds and stand for most of your shift
Fifth Third Bank