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Bilingual Spanish Customer Service Lead

2 months ago

Tampa, Florida, United States Fifth Third Full time

Enhance Banking Experiences at Fifth Third

GENERAL FUNCTION:

Deliver exceptional service to clients regarding their daily banking needs, resolving inquiries and issues in alignment with Fifth Third Bank's standards. Collaborate with relevant departments to identify and recommend suitable products and services based on customer interactions. Operate in a capacity that encompasses the most intricate responsibilities of a Customer Service Representative, exercising significant independent judgment.

Accountability:

Uphold risk management by engaging in open dialogue, voicing concerns, and adhering to established policies and procedures. Commit to ethical practices, ensuring that actions foster a positive experience for both clients and colleagues. While functioning within the Bank's risk framework, achieve objectives by consistently identifying, evaluating, managing, and reporting various risks.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Customer Service:
  • Foster strong customer relationships by consistently delivering top-tier service with a friendly attitude and a readiness to assist.
  • Build rapport with clients, addressing them by name, being knowledgeable about their accounts, and responding promptly to inquiries and issues.
  • Exhibit confidence in resolving customer questions and providing solutions to their concerns.
  • Maintain confidentiality regarding all customer information.
  • Adhere to the Bancorp Code of Business Conduct and Ethics, ensuring ethical behavior at all times.
  • Bank Operations/Transactions:
  • Manage daily office functions in collaboration with team members to ensure smooth operations.
  • Handle cash withdrawals and approve check signings.
  • Oversee transaction approvals and night deposits.
  • Maintain accurate balancing records and rectify discrepancies as necessary.
  • Stay informed about bank policies and procedures, ensuring compliance with updates.
  • Demonstrate sound judgment in decision-making, following established guidelines.
  • Assist in training new and existing Customer Service Representatives as needed.
  • Monitor CSR activities and delegate tasks appropriately.
  • Support management in keeping CSRs informed of updates and procedures.
  • Meet or exceed sales referral targets set by management.
  • Continuously enhance knowledge and skills through self-directed learning and training opportunities.
  • Possess a comprehensive understanding of the full range of products and services offered, taking responsibility for ongoing development.
  • Engage clients in discussions to uncover their needs and effectively refer them to business partners for product and service offerings.

SUPERVISORY RESPONSIBILITIES:

None.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

  • High school diploma or GED.
  • Requires extensive knowledge of retail policies and procedures, typically acquired through a minimum of 3 years of experience in customer service roles.
  • Ability to perform advanced mathematical functions.
  • Comfortable and confident in public interactions.
  • Strong written and verbal communication skills suitable for a professional environment.
  • Ability to take initiative and apply sound judgment in decision-making and problem-solving.
  • Demonstrated leadership capabilities.
  • Ability to work collaboratively in a team setting, fostering positive interactions with colleagues and management.
  • Flexibility in scheduling is essential.

Fifth Third Bank is committed to fostering an inclusive culture and ensuring equal employment opportunities in all employment decisions.