Customer Service Representative

Job Description

Job Description

Position: Call Centre
Location: Onsite in Farmington Hills, MI

Start Date: August 3, 2026 (must be able to start no later than this date)

Expected End Date: September 4, 2026

Duration: Approximately 5 weeks  

Consumer Contact Center Professional I

Workers will be supporting Tier 1 consumer customer calls from Comerica customers who are transitioning to Fifth Third accounts, i.e. account access and online banking, debit card help, conversion-related questions, etc. They are filling in for employees who will be going through training on new systems prior to customer conversion day, 9/8/26.

Job Profile Summary

Handles telephone calls providing outstanding customer service. By using job knowledge and the information available, makes every effort to answer the customer's question/solve the problem. Educates the customer about Bank products and services.

GENERAL FUNCTION:

Handles telephone calls providing outstanding customer service. By using job knowledge and the information available, makes every effort to answer the customer's question/solve the problem. Educates the customer about Bank products and services,

ESSENTIAL DUTIES AND RESPONSIBILITIES:

o    Handles customer calls in a professional, courteous manner.

o    Provides accurate information to the customer. Explains products and policies so the customer can understand.

o    Handles some complex customer inquiries in areas of expertise.

o    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.

o    Wherever possible help educate and convert the customer to a different or an additional self-service channel available.

o    Consistently offer more cost effective service channels.

o    Follows departmental policies and procedures, particularly in regards to customer confidentiality

o    Accurately enters or confirms customer information into various systems; initiates and/or completes proper request forms in assisting customers.

o    Effectively uses computer systems for tracking, information gathering, and/or troubleshooting.

o    Suggest improvements and changes to processes and policies to improve productivity or customer satisfaction.

o    Perform any other duties assigned.

o    Continually learning and developing knowledge of Bank products and services.

SUPERVISORY RESPONSIBILITIES:

None.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

o    High school education or equivalent.

o    Must be able to perform data entry and basic computer skills.

o    Be able to understand and respond to customer inquiries in one or multiple product categories.

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

o    Previous customer service or call center experience preferred.

o    Excellent telephone communication skills are essential.

o    Must be able and willing to learn about Bank products and services.

o    Good problem solving skills.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

Company Description

About BCforward:\r\n\r\nFounded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.\r\n\r\nBCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.