The board
- Hours
- Full time
- Where
- Cincinnati, OH
- Apply by
- End Date: October 25, 2026
- Posted
- Sep 25
Make banking a Fifth Third better®
We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank.
GENERAL FUNCTION:
Under minimal supervision, position handles complex customer interactions (email, phone, etc.), providing outstanding customer service by answering customer's questions and solving the problem by using job knowledge and the information available. Act as the Subject Matter Expert (SME) fully utilizing knowledge of complex Commercial, TM and Business Banking products to the servicing of particular product such as Fifth Third Direct, Commercial Card, ACH/Wire, Cash Vault, EDM, RDC, Lockbox and others. Assist in the management of the system issues experienced by clients by using mainframe, software applications, CRM, and Remedy trouble ticketing system.
What you'd do
- Fulfills incoming service request and phone calls from Business Banking, Treasury Management and Commercial Clients, Client Advisors, Commercial Banking Associates and Relationship Officers for numerous products and services.
- Owns issues from beginning to end, with responsibility for providing status updates and final resolution of issue to the requester.
- Works closely with external clients, Client Advisors, Commercial Banking Advisors and other internal business partners to provide outstanding customer service and experience to all Commercial, Treasury Management and Business Banking customers on requests that are more technical in nature.
- Prepares and provides supporting documentation for completed research requests.
- Performs duties with majority of time spent on customer service requests that include: researching complex issues, assisting with complex setups, and handling escalated requests.
- Monitors the CRM Service Request queues and supporting reports to quickly assume ownership of an escalation and take the necessary action to resolve the issue or request.
- Writes correspondence via emails following defined company standards and guidelines.
- Investigates complex complaints utilizing internal and external customer relationship and extensive product knowledge to resolve customer complaints.
- Correctly identify core customer issue or nature of complaint based on feedback from customers and Commercial service support members and work toward resolution.
- Communicate with management any trends identified when reviewing or researching customer complaints.
- Updates and maintains appropriate files, databases and other documentation within departmental guidelines.
- Starts
- 2026-09-25