Commercial Services Rep I

Commercial Services Rep I

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SCHEDULE M - F 11 : 30am - 8 : 00pm

General Function :

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. By using job knowledge and the information available, makes every effort to answer the customer's question / solve the problem. Educates the customer about Commercial products and services.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

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.
• Handles Premier and Core client interactions. Serving as the main point of contact for this segment of clients.
• Directs Treasury Management product and service requests to the CSC Implementations Specialists.
• Provides 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.
• Other duties as assigned.

Minimum Knowledge, Skills And Abilities Required :

Working Conditions :

Location Cincinnati, Ohio 45227

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.