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.
. Normal office environment with little exposure to dust, noise, temperature and the like.
. Extended viewing of CRT screen.
. Extended time spent on the phone.
Fifth Third Bank