Consumer Contact Center Professional I

Essential Duties And Responsibilities

• Handles customer calls in a professional, courteous manner.
• Provides accurate information to the customer.
• Explains products and policies so the customer can understand.
• 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.
• Wherever possible, help educate and convert the customer to a different or an additional self-service channel available.
• Consistently offer more cost effective service channels.
• 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.
• Effectively uses computer systems for tracking, information gathering, and/or troubleshooting.
• 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.
• Must be able to perform data entry and basic computer skills.
• Be able to understand and respond to customer inquiries in one or multiple product categories.
• Excellent customer service skills and the ability to articulate and explain information clearly.
• Previous customer service or call center experience preferred.
• Excellent telephone communication skills are essential.
• Must be able and willing to learn about Bank products and services.
• Good problem solving skills.

Benefits

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.

About the role

We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank.

Qualifications

High school education or equivalent.

Skills

Excellent customer service skills and the ability to articulate and explain information clearly.

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.

Schedule

N/A