Retail Helpline Specialist II (HAL-E)

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GENERAL FUNCTION: Support the complex operational and procedural needs of the Retail Banking division, responding to incoming inquiries via telephone and chat. Partner with internal departments to escalate and resolve issues and problems. Quickly and efficiently promotes excellence in employee and customer experience.

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 & RESPONSIBILITIES:

• Maintain an in-depth, expert knowledge of all branch products and services as they relate to operational procedures, increased efficiencies and profitability within the branch.
• Respond to the most complex questions and issues from banking centers regarding products, systems and/or operational procedures in the banking center.
• Work independently to research and resolve issues or answer questions that often involve interpretation of bank policies and procedures.
• Responsible for completing call tracking and support documentation as required
• Apply Customer Experience principles (CARES) to each interaction ensuring a pleasant experience for our Financial Center Representatives.
• Act as a Trusted Advisor, proactively educating our Bankers with each interaction.
• Consistently meet all quality, handle time, and aux/adherence standards.
• Mentor and train less experienced Retail Technical Specialists
• Assist with training and onboarding of new Retail Technical Specialists
• Appropriately reference the resources available to our Bankers.
• Promote the use of Knowledge Bank as the primary point of reference for everyday inquiries.
• Escalate appropriate issues to management when dictated by volume and severity.
• Instruct end users in the use of software, reference materials and procedures.
• Work with various internal departments on solving banking center and customer problems.
• Serve as Retail Operations Representative in the review of updates to existing procedure and newly developed procedures.
• Support Retail Operations on departmental projects.
• Accurately input issues into CIT so that issues can be routed appropriately, worked, tracked and resolved.
• Assists in conversion process as needed.
• Perform any other duties as assigned.

SUPERVISORY RESPONSIBILITIES: None.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• High School Diploma or Associates Degree required, Bachelors degree preferred
• Two years minimum experience as a Retail Banking Center Employee preferred
• Four years minimum serving in a customer service capacity.
• Extensive and in-depth knowledge of retail policies, procedures and products.
• Demonstrated ability to resolve complex operational issues.
• Excellent and verbal and written communication skills.
• Strong PC knowledge, Internet/Intranet experience, and a strong knowledge of the internal banking center systems, such as Raft and Mobius, XAA, ALPS, FNA, OCC, etc.
• Ability to handle multiple tasks and work well under pressure.

WORKING CONDITIONS:

• Normal office environment with little exposure to dust, noise, temperature and the like.
• Extended viewing of CRT screen.
• Extended time spent on the phone.

Retail Helpline Specialist II (HAL-E)

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.