Senior Customer Service Representative

Location: Elyria
Posted on: September 13, 2023

Job Description:

GENERAL FUNCTION: Provide excellent customer care to customers regarding daily transactions, addressing inquiries, and problem resolution, in accordance with Fifth Third Bank policies. Refer customers to the appropriate business partner for products and services uncovered during business interactions and/or conversations.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Customer Service

A. Promote good customer relations by consistently providing premier customer satisfaction with a friendly demeanor, can-do attitude, and willingness to help at all times.

B. Have a developed rapport with the customer base, greet by/use name, have knowledge of account ownership, be responsive and timely with correspondence and problem resolution, and display a caring attitude.

C. Act with confidence by answering or finding the answers to customer questions and finding solutions to customer issues.

D. Maintain a position of trust and responsibility by keeping all customer business confidential.

E. Follow the Bancorp Code of Business Conduct and Ethics and other related policies, maintaining ethical behavior at all times.

Bank Operations/Transactions

A. Perform daily office responsibilities, working with the Customer Services Manager, to maintain the efficient operation of the office.

B. Maintain personally a balancing record that is in line with policy and have the ability to find and correct outages and to enlist help as needed for more difficult errors.

C. Maintain knowledge of the bank policies and financial center procedures, and take responsibility to keep up to date on any changes.

D. Handle consumer and business customer problems with professionalism, directing more complex issues seamlessly to the Customer Services Manager, or other management as necessary.

E. Demonstrate sound judgment in decision making, abiding appropriately to established guidelines and procedures.

Referrals

A. Consistently meet or exceed sales referrals as set by management.

B. Continuously increase knowledge and skills through self-motivation, formal education, seminars and in-house training.

C. Maintain a well-developed working knowledge of the complete line of products and services offered, taking responsibility to keep up to date and request assistance for further development needs.

D. Initiate conversations to uncover customer needs and be capable of effectively referring customers to business partners for the selling and cross-selling bank products and services to customers, so that personal and Bank goals are consistently met and/or exceeded.

SUPERVISORY RESPONSIBILITIES: N/A

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