Commercial Services Rep I

LOCATION – Cincinnati, Ohio 45227

About the role

Handles Commercial customer interactions (email, telephone, etc.), providing outstanding customer service. Is knowledgeable in a limited number of Commercial products, or products of low complexity. By using job knowledge and the information available, makes every effort to answer the customer's question or solve the problem. Educates the customer about Commercial products and services.

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.

Responsibilities

• Handles customer interactions in a professional, courteous manner.
• Provides accurate information to the customer.
• Explains products and policies so the customer can understand.
• Handles Premier and Core client interactions, serving as the main point of contact for this segment of clients.
• Directs Treasury Management product and service requests to the CSC Implementations Specialists.
• Provides initial support for the following Commercial Products: Wire, ACH, Customer Statements, Healthcare, Lockbox, Vault Services, Go-ID, Copy Requests, and Balance Inquiry.
• Assumes ownership of every customer interaction to answer the customer's question or solve the problem during the initial contact. When escalation is required, accurately routes the customer to the appropriate department.
• Follows departmental policies and procedures, particularly regarding customer confidentiality.
• Accurately enters or confirms customer information into the database; initiates and/or completes proper request forms in assisting customers.
• Handles a significant number of customer interactions within the call center environment, received via phone or email.
• Continuously utilizes computer systems for tracking, information gathering, and/or troubleshooting. All issues or requests are successfully tracked by creating a service request within the CRM application.
• Adheres to minimum call center standards for quality, schedule adherence, attendance, and performance goals.
• Suggests improvements and changes to processes and policies to improve productivity or customer satisfaction.
• Continually learns and develops knowledge of Bank products and services.
• Performs other duties as assigned.

Requirements

• High school education or equivalent.
• Minimum two (2) years of previous customer service or commercial experience preferred.
• Must be able to perform data entry and basic computer skills.
• Knowledge of banking products and procedures helpful.
• Excellent customer service skills and the ability to articulate and explain information clearly.
• Excellent telephone communication skills are essential.
• Must be able and willing to learn about Bank products and services.
• Good problem-solving skills.

Working Conditions

• Normal office environment with little exposure to dust, noise, temperature, and the like.
• Extended viewing of CRT screen.
• Extended telephone use.
• Repetitive keystroke movements.
• May occasionally lift or move up to 10 lbs.

Schedule

• Monday – Friday, 8:30 AM – 5:00 PM
• Monday – Friday, 9:00 AM – 5:30 PM
• Monday – Friday, 9:30 AM – 6:00 PM
• Monday – Friday, 11:30 AM – 8:00 PM

Pay

The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education, and geographic location.

Benefits

Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day. Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional, and social well-being. You can learn more about those programs on our 53.com Careers page.