Retail Helpline Specialist II

Fifth Third Bank Grand Rapids , MI 49504

Posted 3 months ago

GENERAL FUNCTION: Support the complex operational and procedural needs of the Retail Banking division, responding to incoming inquiries via telephone and chat. Partner with internal departments to escalate and resolve issues andproblems.Quicklyandefficiently promotes excellence in employee and customer experience.

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 Bank#s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

DUTIES & RESPONSIBILITIES:

. Maintain an in-depth, expert knowledge of all branch products and services as they relate to operational procedures, increased efficiencies and profitability within the branch.

. Respond to the most complex questions and issues from banking centers regarding products, systems and/or operational procedures in the banking center.

. Work independently to research and resolve issues or answer questions that often involve interpretation of bank policies and procedures.

. Responsible for completing call tracking and support documentation as required

. Apply Customer Experience principles (CARES) to each interaction ensuring a pleasant experience for our Financial Center Representatives.

. Act as a Trusted Advisor, proactively educating our Bankers with each interaction.

. Consistently meet all quality, handle time, and aux/adherence standards.

. Mentor and train less experienced Retail Technical Specialists

. Assist with training and onboarding of new Retail Technical Specialists

. Appropriately reference the resources available to our Bankers.

. Promote the use of Knowledge Bank as the primary point of reference for everyday inquiries.

. Escalate appropriate issues to management when dictated by volume and severity.

. Instruct end users in the use of software, reference materials and procedures.

. Work with various internal departments on solving banking center and customer problems.

. Serve as Retail Operations Representative in the review of updates to existing procedure and newly developed procedures.

. Support Retail Operations on departmental projects.

. Accurately input issues into CIT so that issues can be routed appropriately, worked, tracked and resolved.

. Assists in conversion process as needed.

. Perform any other duties as assigned.

SUPERVISORY RESPONSIBILITIES: None.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

. High School Diploma or Associates Degree required, Bachelors degree preferred

. Two years minimum experience as a Retail Banking Center Employee preferred

. Four years minimum serving in a customer service capacity.

. Extensive and in-depth knowledge of retail policies, procedures and products.

. Demonstrated ability to resolve complex operational issues.

. Excellent and verbal and written communication skills.

. Strong PC knowledge, Internet/Intranet experience, and a strong knowledge of the internal banking center systems, such as Raft and Mobius, XAA, ALPS, FNA, OCC, etc.

. Ability to handle multiple tasks and work well under pressure.

WORKING CONDITIONS:

. Normal office environment with little exposure to dust, noise, temperature and the like.

. Extended viewing of CRT screen.

. Extended time spent on the phone.


See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Retail Operations Specialist II

Fifth Third Bank

Posted 1 week ago

VIEW JOBS 11/6/2018 12:00:00 AM 2019-02-04T00:00 GENERAL FUNCTION: Support and maintain the Operational and Risk needs of the Retail Banking division, including the research and clearing of cash items and other internal accounts, overdraft monitoring, fraud case settlement, various compliance functions and performing of other operational duties. 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 Bank#s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types. ESSENTIAL DUTIES & RESPONSIBILITIES: * Maintain an in-depth, working knowledge of all branch products and services as they relate to operational procedures, increased efficiencies and profitability within the banking center. * Research and clear cash items entries and entries on other internal accounts. * Interact with Financial Centers regarding all Retail Operations supported Operational and Risk functions * Process recurring child support payments (market specific as needed). * Perform risk based transactions on behalf of the banking center (i.e. fraud charge offs, recoveries, employee OD review, rate changes, etc.). * Perform research and coordination support for Compliance and Documentation exceptions. * Process transactions as needed to perform department functions (i.e. customer adjustments, interest adjustments, interim credit, etc.). * Perform miscellaneous maintenance functions as needed (i.e. removal of names upon death, DISC IRS updates, Permanent Holds, Memo Post, etc.). * Perform Savings Bond application processing. * Perform any other duties as assigned. SUPERVISORY RESPONSIBILITIES: None. MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED: * Bachelor#s Degree or equivalent work experience. * Two year#s minimum Retail Banking Center or Operational Research experience preferred. * Knowledge of retail policies, procedures and products. * Demonstrated ability to resolve operational issues. * Strong verbal and written communication skills. * Strong PC knowledge to include Word & Excel, and a working knowledge of the internal banking center systems, such as Raft, ACE, ACE Teller, Mobius, Vector 4 & 5, Image Archive, Branch Capture. Knowledge of frontier system is a plus. * Ability to handle multiple tasks and work well under pressure. * Need to have flexibility in scheduling. * Must be able to work in a team environment with the ability to interact well, and in a positive manner, with co-workers and management. Fifth Third Bank Grand Rapids MI

Retail Helpline Specialist II

Fifth Third Bank