Customer Service Representative

2 weeks ago

Gaylord, Michigan, United States Fifth Third Bank Full time

Make a Difference in Banking

We're looking for a dedicated individual to join our team as a Customer Service Representative. As a key member of our banking team, you will be responsible for providing exceptional customer service and ensuring that our customers receive the best possible experience.

Key Responsibilities:

  • Provide excellent customer service in all interactions, ensuring that customers feel valued and supported.
  • Refer customers to the appropriate business partner for a consultative conversation, helping them to achieve their financial goals.
  • Responsible and accountable for risk, 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, ensuring 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:
  • Deepen relationships and treat customers with genuine care by listening to their specific needs, asking questions to gain deeper understanding, and seamlessly guide them to where their financial needs can be met.
  • Provide follow-up to customer questions and find solutions to address issues.
  • Be responsive and timely with correspondence to keep lines of communication open and clear.
  • 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, always maintaining ethical behavior.

Operations:

  • Perform daily office responsibilities, working with the platform team, to maintain the efficient operation of the office.
  • Maintain a balancing record that is in line with policy. Find and correct outages and enlist help as needed.
  • Maintain knowledge of the bank policies and financial center procedures and take responsibility to keep up to date on any changes.
  • Handle consumer and business customer problems with professionalism, directing more complex issues seamlessly to the Lead Customer Service Representative or other leadership as necessary.
  • Demonstrate sound judgment in decision making, abiding to established guidelines and procedures.

Referrals:

  • During customer interactions and Customer Outreach identify customer needs and refer customers to Bankers and business partners, as appropriate, for a consultative conversation.
  • Build and maintain a working knowledge of the Retail products and services offered.
  • Utilize appropriate tools for all referrals sent to personal bankers and business partners for tracking purposes.

Requirements:

  • High school diploma/GED.
  • Work involves extensive cash handling.
  • Work involves contact with the public, adhere to dress code guidelines.
  • Must have the ability to interact comfortably and confidently with the public.
  • Position requires knowledge of retail policies and procedures, to perform the essential duties.
  • Work requires the ability to take initiative and demonstrate sound judgment in decision-making and problem resolution.
  • Demonstrate the company's core values, work as one bank, take accountability, be respectful & inclusive, act with integrity.
  • Need to have flexibility in scheduling.

Working Conditions:

  • Normal office environment.
  • Extensive viewing of computer screens.

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