Commercial Services Rep I

Essential Duties And Responsibilities

• Handles customer interactions in a professional, courteous manner.
• Provides accurate information to the customer.
• Explains products and policies so the customer can understand.
• Serves as the main point of contact for Premier and Core client interactions.
• Directs Treasury Management product and service requests to the CSC Implementations Specialists.
• Initial support for the following Commercial Products: Wire, ACH, Customer Statements, Healthcare, Lockbox, Vault Services, Go-ID, Copy Requests, and Balance Inquiry.
• Assumes ownership on every customer interaction to answer the customer's question or solve the problem during the initial contact.
• When escalation is required to provide customer resolution, agent will accurately route customer to the appropriate department.
• Follows departmental policies and procedures, particularly in regards to customer confidentiality.
• Accurately enters or confirms customer information into database; initiates and/or completes proper request forms in assisting customers.
• Handles a significant number of customer interactions within the call center environment. The interactions will be received via phone or email.
• Continuously utilized 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.
• Suggest improvements and changes to processes and policies to improve productivity or customer satisfaction.
• Continually learning and developing knowledge of Bank products and services.

Minimum Knowledge, Skills And Abilities Required

• 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.

Commercial Services Rep I

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.

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 at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner.

LOCATION -- Grand Rapids, Michigan 49546

Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting. Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third. Any unsolicited resumes – no matter how they are submitted – will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.