GENERAL FUNCTION: A customer service position with a primary focus on offering services and referring products to existing customers while resolving and handling their inbound calls. Utilizes knowledge of company products and systems to provideresolutionto customers in a timely manner maintaining the highest level of professionalism within achieved skill set.
Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and following policies and proceduresas defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions andbehaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistentlyidentifying, assessing, managing, monitoring, and reporting risks of all types.
ESSENTIAL DUTIES & RESPONSIBILITIES:
products and services.
Maintains assigned goals while cross selling and referring additional products and services to support the customers immediate and future needs.
Achieves established sales goals including offer rate, referrals and revenue targets.
Provides accurate information to the customer. Explain products and policies so the customer
Wherever possible help educate and convert the customer to a different or an additional self-service channel available.
Handles some complex customer inquiries in areas of expertise.
Makes every effort possible to answer the customer's 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.
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.
Suggest improvements and changes to processes and policies to improve productivity or customer experience.
Continually learning and developing knowledge of Bank products and services.
Uses computerized system for tracking, information gathering, and/or troubleshooting.
Perform all other duties as assigned.
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.
SUPERVISORY RESPONSIBILITIES: None.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
High school education or equivalent required
Sales experience preferred.
Previous call center or telemarketing experience preferred.
Must be able to perform data entry and basic computer skills
Good problem solving skills and ability to analyze data.
Basic PC skills are required.
Be able to understand and respond to customer inquiries in one or multiple product categories.
Excellent customer service and verbal communication skills and the ability to explain
Excellent telephone communication skills are essential
Must be able, and willing to learn about Bank products and services.
Fifth Third Bank