About This Role
This Call Center Team Lead acts as a subject matter expert to assist agents in resolving internal and external customer questions, issues, and concerns about accounts. The role handles complex customer interactions through multiple channels and provides outstanding customer service by using advanced product and system knowledge.
Responsibilities
- Provide 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
- Communicate with management any trends, high risk or systemic issues identified when reviewing or researching customer complaints
- Serve as liaison between management and Call Center specialists as a primary contact for the department and customers in the managers' absence
- Take calls regularly based on business needs
- Ensure the resolution of complaints meet established service level agreements (SLA) and further escalate issues outside SLA to department management
- Provide feedback to Call Center specialists through observation and training to improve specialist's performance
- Update and maintain appropriate files, databases and other documentation within departmental guidelines
- Communicate and train specialists on any updates in policies and procedures
- Assist with on-boarding and training for new employees and specialists
- Perform other duties as assigned
Requirements
- 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
Benefits
- Comprehensive benefits
- Differentiated compensation offerings
About the Company
Fifth Third Bank connects great people to great opportunities in banking. The company is responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. It is 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, it achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.
