Commercial Services Representative I - 11:30am – 8:00pm Shift

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. Makes every effort to answer the customer's question or solve the problem using available information. Educates customers about Commercial products and services.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures. Ensures actions and behaviors drive a positive customer experience while operating within the Bank’s risk appetite.

Responsibilities

• Handles customer interactions in a professional, courteous manner, providing accurate information.
• Explains products and policies clearly to customers.
• Serves as the main point of contact for Premier and Core client segments.
• Directs Treasury Management product and service requests to CSC Implementations Specialists.
• Provides initial support for Commercial Products: Wire, ACH, Customer Statements, Healthcare, Lockbox, Vault Services, Go-ID, Copy Requests, and Balance Inquiry.
• Assumes ownership of every customer interaction to resolve questions or problems during the initial contact; escalates to the appropriate department when necessary.
• Follows departmental policies and procedures, particularly regarding customer confidentiality.
• Accurately enters or confirms customer information into the database and initiates or completes proper request forms.
• Handles a significant volume of customer interactions via phone or email in a call center environment.
• Utilizes computer systems for tracking, information gathering, and troubleshooting; creates service requests in the CRM application.
• Adheres to call center standards for quality, schedule adherence, attendance, and performance goals.
• Suggests improvements to processes and policies to enhance 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.
• Ability to perform data entry and basic computer skills.
• Knowledge of banking products and procedures is helpful.
• Excellent customer service skills with the ability to articulate and explain information clearly.
• Strong telephone communication skills.
• Willingness and ability to learn about Bank products and services.
• Good problem-solving skills.

Working Conditions

• Normal office environment with minimal exposure to dust, noise, or temperature variations.
• Extended viewing of CRT/computer screen.
• Extended telephone use.
• Repetitive keystroke movements.
• May occasionally lift or move up to 10 lbs.

Schedule

11:30 AM – 8:00 PM shift.

Benefits

Fifth Third offers comprehensive benefits and differentiated compensation to support employees' physical, financial, emotional, and social well-being. Benefits include a range of programs designed to meet individual and family needs. Base salary for this position reflects the pay grade range across the U.S., with individual salaries varying based on role, skillset, experience, education, and geographic location.

Learn more about benefits on the 53.com Careers page.

Location

Cincinnati, Ohio 45227