Customer Service Representative

Make banking a Fifth Third better® We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank. General Function Provide excellent customer care to customers regarding daily transactions, addressing inquiries, and problem resolution in accordance with Fifth Third Bank policies. Refer customers to the appropriate business partner for products and services uncovered during business interactions and/or conversations. 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, achieve results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types. Essential Duties and Responsibilities Customer Experience Function Promote good customer experience by consistently providing best‑in‑class customer satisfaction by adhering to and applying customer experience key behaviors in a friendly demeanor, exemplifying a can‑do attitude, and portraying a willingness to help at all times. Develop rapport with the customer base and possess knowledge of account ownership. Act with confidence by answering and/or finding answers to customer questions and finding solutions to customer issues. Be responsive and timely with correspondence and problem resolution. Maintain a position of trust and responsibility by keeping all customer business confidential. Follow the Bancorp Code of Business Conduct and Ethics and other related policies, maintaining ethical behavior at all times. Operations Function Perform daily office responsibilities, working with the platform team, to maintain the efficient operation of the office. Maintain a balancing record in line with policy and have the ability to find and correct outages and enlist help as needed. Maintain knowledge of bank policies and financial center procedures, and keep up to date on any changes. Handle consumer and business customer problems professionally, directing more complex issues to the Lead Customer Service Representative or other leadership as necessary. Demonstrate sound judgment in decision making, abiding appropriately to established guidelines and procedures. Referrals Function Consistently meet or exceed sales referrals as set by management. Actively participate in daily huddles, sales meetings and staff meetings. Maintain a well‑developed working knowledge of the complete line of Retail products and services offered, keeping up to date and seeking assistance for further development. Initiate conversations to uncover customer needs and effectively refer customers to business partners for the selling of bank products and services. Utilize appropriate tools for all referrals sent to business partners for tracking purposes. Consistently review tools and dashboards for referral progression and monitor referral fulfillment to ensure proper disposition. Continuously increase knowledge and skills through self‑motivation, formal education, seminars and in‑house training. Supervisory Responsibilities None. Minimum Knowledge, Skills and Abilities Required High school diploma/GED. Work involves extensive cash handling, requiring advanced math functions. Work requires contact with the public, necessitating a professional image. Ability to interact comfortably and confidently with the public and demonstrate initiative. Ability to read and write well enough to communicate in both oral and written form. Knowledge of retail policies and procedures to perform essential duties. Ability to take initiative and utilize sound judgment in decision‑making and diplomacy in problem resolution. Team‑oriented, interacting well with coworkers and management. Flexibility in scheduling. Working Conditions Normal office environment. Extended viewing of computer screens. Compensation and 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 skill set, relevant experience, education and geographic location. Benefits include comprehensive programs supporting physical, financial, emotional and social well‑being for employees and their families. Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and promotes 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. #J-18808-Ljbffr