Consumer Contact Center Professional I
| Company | Fifth Third Bank |
|---|---|
| Location | Grand Rapids, MI, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Entry Level/New Grad, Junior |
Requirements
- 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.
- Excellent telephone communication skills are essential.
- Must be able and willing 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. 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.
- 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.
- Perform any other duties assigned.
- Continually learning and developing knowledge of Bank products and services.
Preferred Qualifications
- Previous customer service or call center experience preferred.