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Senior Customer Service Representative

2 months ago

Worthington, Minnesota, United States Fifth Third Full time
GENERAL FUNCTION:
Deliver exceptional customer service in every interaction. Guide customers to the appropriate business partner for in-depth discussions. Responsible for the most intricate responsibilities of a Customer Service Representative, exercising significant independent judgment.

Accountable for consistently prioritizing the best interests of customers and colleagues, ensuring that actions and behaviors foster a positive customer experience.


ESSENTIAL DUTIES AND RESPONSIBILITIES:

Customer Experience:


Enhance relationships and treat customers with sincere care by actively listening to their unique needs, asking insightful questions for deeper understanding, and smoothly directing them to where their financial requirements can be fulfilled.

Provide follow-up on customer inquiries and devise solutions to resolve issues.
Be prompt and timely in correspondence to maintain open and clear communication.
Uphold a position of trust and responsibility by keeping all customer information confidential.
Adhere to the Bancorp Code of Business Conduct and Ethics and related policies, consistently demonstrating ethical behavior.

Operations:
Collaborate with the Financial Center Manager to ensure all monthly cash counts are accurately completed.
Partner with the Financial Center Manager to compile and report monthly FCA requests.
Execute daily office responsibilities, working alongside the CSR and Bankers, to maintain the efficient functioning of the office.
Maintain a balancing record that aligns with policy. Identify and rectify discrepancies and assist others as necessary.

Stay informed about bank policies and financial center procedures, taking responsibility to remain updated on any changes.

Exhibit sound judgment in decision-making, adhering to established guidelines and procedures.
Assist in the training of newly hired Customer Service Representatives.

Referrals:


During customer interactions and outreach, identify customer needs and refer them to Bankers and business partners, as appropriate, for consultative discussions.

Develop and maintain a comprehensive understanding of the Retail products and services available.
Utilize the appropriate tools for tracking all referrals sent to personal bankers and business partners.
Perform additional duties as assigned.

SUPERVISORY RESPONSIBILITIES:
None.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
High school diploma/GED.
Position involves extensive cash handling.
Requires in-depth knowledge of retail policies and procedures to perform essential duties with minimal supervision.
Involves public interaction, adhering to dress code guidelines.
Must possess the ability to engage comfortably and confidently with the public.
Requires initiative and sound judgment in decision-making and problem resolution.
Act as a leader and resource for both customers and the platform team.
Demonstrate the company's core values, work collaboratively, take accountability, show respect and inclusivity, and act with integrity.
Flexibility in scheduling is necessary.

WORKING CONDITIONS:
Normal office environment.
Extensive viewing of computer screens.

LOCATION:
Worthington, Ohio 43085

Fifth Third Bank, National Association is committed to fostering an engaged and inclusive culture, promoting equal employment opportunities in all employment decisions without regard to race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status, or any other legally protected status.