Consumer Contact Center Professional I at Fifth Third Bank

Cincinnati, Ohio, United States

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Banking, Financial ServicesIndustries

Requirements

High school education or equivalent
Ability to perform data entry and basic computer skills
Ability 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
Ability and willingness to learn about Bank products and services
Good problem solving skills

Responsibilities

Handles customer calls in a professional, courteous manner
Provides accurate information to the customer and explains products and policies so the customer can understand
Handles some complex customer inquiries in areas of expertise
Makes every effort to answer the customer's question or solve the problem during the call, without transferring the customer; follows up within the committed timeframe if required
Educates and converts the customer to different or additional self-service channels wherever possible
Consistently offers more cost-effective service channels
Follows departmental policies and procedures, particularly regarding customer confidentiality
Accurately enters or confirms customer information into various systems; initiates and/or completes proper request forms
Effectively uses computer systems for tracking, information gathering, and/or troubleshooting
Suggests improvements and changes to processes and policies to improve productivity or customer satisfaction
Performs any other duties assigned
Continually learns and develops knowledge of Bank products and services
Responsible and accountable for risk management, following policies and procedures, and driving a positive customer experience

Skills

Customer Service

Telephone Handling

Product Knowledge

Cross-Selling

Upselling

Risk Management

Customer Confidentiality

Computer Systems

Fifth Third Bank

Provides banking, loans, and wealth management services

About Fifth Third Bank

Fifth Third Bank offers a variety of financial services, including personal and business banking, loans, mortgages, credit lines, and insurance products. Their services cater to individual consumers, small businesses, and commercial clients, providing comprehensive solutions for managing finances. The bank generates revenue through interest on loans, service fees, and commissions from insurance and investment products. Unlike many competitors, Fifth Third Bank emphasizes community engagement and financial education, providing resources to help clients improve their financial literacy. The goal of Fifth Third Bank is to support clients in achieving their financial objectives while fostering a strong connection with the communities they serve.

Cincinnati, OhioHeadquarters

1858Year Founded

IPOCompany Stage

Social Impact, Financial ServicesIndustries

10,001+Employees

Benefits

Health Insurance

Paid Sick Leave

Paid Holidays

Performance Bonus

Flexible Work Hours

Risks

Rising interest rates may decrease demand for loans and mortgages.

Competition from fintechs like Robinhood threatens Fifth Third's wealth management sector.

Sophisticated cybersecurity threats pose risks to customer data and trust.

Differentiation

Fifth Third Bank offers comprehensive financial solutions for individuals and businesses.

The bank emphasizes community engagement and financial education for client empowerment.

It provides a wide range of insurance products, including life, health, and disability.

Upsides

Increased demand for digital banking boosts Fifth Third Bank's online service offerings.

Partnerships with fintech enhance technological capabilities and customer experience.

Growing interest in sustainable finance attracts environmentally conscious customers.

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