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GENERAL FUNCTION:

Advanced-level customer service representative handling customer issues via phone and messages for multiple products and services, while providing outstanding customer service under moderate supervision. By using job knowledge and the information available, makes every effort to answer the customer's question/solve the problem.

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 & RESPONSIBILITIES:

• Handles customers via phone or messaging, in a professional, courteous manner utilizing policies and procedures within Knowledge Bank.
• Handles non-routine and more difficult calls and messages.
• Provides accurate information to the customer and explains products and policies so the customer can understand. If a global/template is available, uses appropriate global/template.
• Services core product groups while demonstrating proficiency through meeting minimum performance metrics.
• Takes every step possible to answer the customer's question or solve the problem, without transferring the customer to another employee or department. When follow-up is required, does so within the timeframe committed to the customer.
• Follows departmental policies and procedures, particularly in regard to customer confidentiality.
• Accurately enters or confirms customer information into database; initiates and/or completes proper request forms in assisting customers.
• Effectively uses computer systems for tracking, information gathering, and/or troubleshooting.
• Continually develops technical expertise and knowledge of Bank products and services.
• Performs any other duties assigned.

SUPERVISORY RESPONSIBILITIES: None.

MINIMUM KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

• High school education or equivalent.
• 2-3 years of customer service experience preferred, with minimum of 1 year experience required.
• Must be skilled, and able to service core product groups with a minimum of two advanced skills.
• Ability to understand and respond to customer inquiries in multiple product categories.
• Dynamic and engaging written communication style.
• Proven typing and computer navigation skills.
• Able to perform data entry and possess basic computer skills.
• Proven phone skills and ability to de-escalate verbally.
• Excellent customer service skills and the ability to articulate and explain information clearly.
• Able and willing to learn how to service all core product groups (Deposit, Online, Bankcard, Loans, and Mortgage).

At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.

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 skillset, relevant experience, education and geographic location.

Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being. You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner. 

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.