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Commercial Support Client Specialist
Fifth Third Bank. Handle complex customer interactions via email, phone, and other channels .
About the role
Key responsibilities & impact- Handle complex customer interactions via email, phone, and other channels
- Provide customer service by answering questions and resolving problems
- Serve as Subject Matter Expert for Commercial, Treasury Management, and Business Banking products
- Assist with system issues using mainframe, software applications, CRM, and Remedy trouble ticketing system
- Manage and escalate hardware, software, communication, and process errors
- Own customer issues from beginning to end and communicate resolutions
- Fulfill service requests and phone calls from Business Banking, Treasury Management, and Commercial clients and internal banking teams
- Research complex issues, assist with complex setups, and handle escalated requests
- Monitor CRM Service Request queues and supporting reports
- Prepare supporting documentation for completed research requests
- Write correspondence via email according to company standards
- Investigate and resolve complex customer complaints
- Identify core customer issues and complaint causes
- Communicate identified trends to management
- Maintain files, databases, and documentation
- Manage time to complete complaints and tasks while meeting service standards and productivity goals
- Interact with teams across Commercial, Treasury Management, Business Banking, Central Operations, and Payment Operations
- No supervisory responsibilities
Requirements
What you’ll need- High school diploma or equivalent
- Three (3) years of banking, financial services, or related experience, typically gained through time in CSR Levels I or II within Fifth Third's Commercial Support Center
- Extensive knowledge of remittance processing preferred
- Strong verbal and written communications skills
- Basic PC skills
- Detail oriented
- Analytical skills
- Ability to multi-task in a fast paced environment
- Strong organizational skills
- Normal office environment with exposure to dust, moderate exposure to noise, normal temperature
- Extended viewing of CRT screen
Benefits
Comp & perks- Comprehensive benefits programs supporting physical, financial, emotional and social well-being
- Differentiated compensation offerings
- Employee recognition
- Equal employment opportunity and inclusive culture