Fifth Third Bank Customer Care Team Specialist I in CINCINNATI, Ohio

JOB DESCRIPTION:

Fifth Third Bank is one of the top-performing banks in the country, with a heritage that spans more than 150 years. We've staked our claim on looking at things differently to making banking a Fifth Third Better. This applies to our relationships with customers and employees alike.

We employ about 18,000 people, and what we offer is:

# A chance for employees to build their future, with supportive career development and financial wellness programs.

# An environment where we win together. We celebrate achievement and work collaboratively. We're also a three-time Gallup Great Workplace honoree.

# An invitation to impact lives in a positive and lasting way. Everything we do is geared toward improving lives. That's fun and exciting.

It comes down to the fact that Fifth Third is a warm and caring place to with which to grow # as a customer or as a team member.

Central Operations is the home of over 2,300 employees who handle Fifth Third Bank's back-office functions and Contact Center services for nearly six million customers. Our goal is to operate as an efficient, behind-the-scenes machine to allow Fifth Third Bank transactions to be seamlessly executed for our affiliates and customers.

SCHEDULE: 10:30-7 MTWF 8:30-5 Saturday

GENERAL FUNCTION:

Works independently to manage the workflow of assigned consumer complaints through final resolution and complaint closure through CIT (Customer Issue Tracking). Assigns and/or reassigns workflow items accordingly. Responsible for follow-up on issueswithinternal LOBs and customers to ensure issue SLAs are met within guidelines set by regulatory agencies and 5/3 senior management.

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.

DUTIES AND RESPONSIBILITIES:

  • Handles complex customer interactions through various verbal and written channels.

  • Research, resolve and respond to complaint calls, letters and/or emails received from customers, consumers, as assigned.

  • Interacts with customer directly, as necessary, and keeps the customer updated on progress and final resolution of the issue.

  • Interacts with LOB Compliance Officers and/or LOB Attorneys to ensure Bank's response is in compliance with Federal, State and Bancorp policies.

  • Maintains in depth working knowledge of Bancorp products and operating systems as they relate to operational procedures and how they are used in consumer problem resolution.

  • Monitors the workflow of customer issues through CIT to ensure timely resolution, follow-up to customer complaints, and proper complaint documentation and closure as defined by Bancorp complaint management standards.

  • Serve as liaison with internal departments on solving customer problems.

  • Monitors CIT dashboards and reporting to ensure that aged items are appropriately followed up on with relevant groups.

  • Serves as departmental resource for ongoing questions and problem solving on difficult issues.

  • Communicates with management any trends identified when working and reviewing complaints, including identification of systemic issues.

  • Ensures all communication with the customer is professional and, when in writing, adheres to Bancorp guidelines and have received necessary approvals.

  • Responsible for special projects as assigned by management.

  • May respond to external customers directly.

SUPERVISORY RESPONSIBILITIES: None.

KNOWLEDGE & SKILLS REQUIRED:

  • Bachelor's degree or equivalent work experience.

  • Four years Customer Service Management, or equivalent banking experience in a business related function or customer service.

  • Knowledgeable of banking regulations and how they apply to problem resolution to ensure compliance and minimize risk to the Bancorp.

  • Advanced knowledge of State and Federal regulations as they relate to problem resolution preferred.

  • Extensive in depth knowledge of Bancorp products, policies, systems and operating procedures.

  • Ability to gain LOB support for timely issue resolution and Bancorp Problem Resolution effort.

  • Excellent analytical skills and demonstrated ability to resolve customer problems.

  • Excellent written and verbal communication skills.

  • Ability to handle multiple tasks, handling shifting priorities and work well under pressure.

  • Demonstrated ability to diffuse and resolve escalated internal and external customer situations.

Fifth Third Bank 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.