Call Center Team Lead

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GENERAL FUNCTION:

Acts as a subject matter expert (SME) to assist agents in resolving internal and external customer questions, issues and concerns about accounts. Handles complex customer interactions through multiple channels (email, phone, MS Teams, etc.). Provides outstanding customer service by answering internal and external customer's questions and solving the problem by using advanced product/system knowledge.

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.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Provides leadership support for front line Call Center specialists as next tier support for escalated complaints and consult calls. documenting all interactions throughout the complaint workflow

• Communicates with management any trends, high risk or systemic issues identified when reviewing or researching customer complaints.

• Serves as liaison between management and Call Center specialists as a primary contact for the department and customers in the managers' absence. Takes calls regularly based on business needs.

• Ensures the resolution of complaints meet established service level agreements (SLA) and further escalates issues outside SLA to department management.

• Provides feedback to Call Center specialists through observation and training to improve specialist’s performance.

• Updates and maintains appropriate files, databases and other documentation within departmental guidelines.

• Communicates and trains specialists on any updates in policies and procedures.

• Assists with on-boarding and training for new employees and specialists. 

• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES: None.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• High school education or equivalent.  Bachelor’s degree preferred.

• Minimum 3 years of previous customer service or equivalent industry experience and/or Minimum 1 year of Call Center Support Team Specialist experience.

• Self-motivation/initiative.

• Ability to work in a team environment.

• Demonstrated ability to resolve complex consumer account problems.

• Attention to detail.

• Prioritization/flexibility.

• Strong verbal and written communication skills.

• Extensive knowledge of bank products, regulatory environment as it applies to problem resolution, procedures and operating systems.

• Leadership skills.

• Organization skills.

• Decision making skills.

• Analytical skills.

• Change leadership skills.

• Experience with Microsoft products, such as Access, Word, Excel, PowerPoint, and Outlook.

Call Center Team Lead

At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.

The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location.

Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being. You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner. 

LOCATION -- Farmington Hills, Michigan 48331-3552

Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting.  Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third.  Any unsolicited resumes – no matter how they are submitted – will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.

Fifth Third Bank, National Association 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.