Call Center Manager/Team Lead
Details: Location: New Castle (DE)Functional Area: Customer ServiceMin Pay Rate:: 0.00Max Pay Rate: 0.00Pay Type: HourResource Type: Full TimeJob Description:Would You Like to begin a career with a company that takes pride in delivering Company Leadership, People Leadership, Thought Leadership, and Results Leadership?There’s no magic formula. Just a simple belief: respect and reward people for being their best. That’s how we work at Discover Financial Services.Discover Financial Services (DFS) is a leading credit card issuer and electronic payment services company with one of the most recognized brands in U.S. financial services. Since our inception in 1986, we have grown to become one of the largest card issuers in the United States, with more than 50 million card members. Our New Castle, DE facility offers fantastic amenities to our employees. Take advantage of the full service cafeteria featuring a deli bar, fresh salads, grille and much more. Enjoy your lunch on the patio or take a stroll on the mile walking path. You are invited to participate in our state of the art fitness center featuring free weights, cardio machines, aerobic classes, and locker rooms.CALL CENTER TEAM LEADER: PREVIOUS MANAGERIAL EXPERIENCE IS REQUIREDAVAILABILITY NEEDED: 4:00 p.m. - 12:30 a.m.Develops employees and team - 60%• Creates a positive and engaged work environment by building trust and empoweringand motivating team members• Develops, promotes, and maintains collaborative working relationships among teammembers, and proactively addresses potential issues/conflicts• Retains, motivates and recognizes employees• Mentors, develops and trains new and existing employees, leading by example anddemonstrating best practices• Proactively coaches employees and finds both formal and informal opportunities toshare experience, expertise and knowledge• Tailors coaching and development to employees, providing specific and actionablerecommendations• Provides regular and scheduled feedback on job performance• May serve as a mentor to, and benchmarks with, peers to share knowledge andsuccessful practices• Rapidly assimilates and integrates new members to the teamManages business operations and results - 20%• Manages team performance to achieve or exceed established goals, proactivelymonitoring daily activities of direct reports• Implements and executes established business strategies• Works with management to develop team goals• Holds self and others accountable for achieving results, following processes anddelivering high standards of accuracy and efficiency in work performed• Manages workflow by delegating and re-assigning work activities to team members• Communicates changes in work activities and priorities to employees• Assists team in adjusting and responding to change, maintaining personal and teamwork effectiveness during changing or ambiguous situations• Analyzes information such as performance metrics, data, outputs and reports, andcommunicates relevant information• Recommends improvements to processes and procedures to improve overallperformance, results, and customer experience• Solicits feedback from direct reports on how to improve processes and procedures• Ensures that activities of the team are in compliance with company policies andprocedures, and applicable local, state, and federal lawsManages customer related activities - 10%• Provides guidance, direction and feedback to employees on handling of difficultcustomer issues• Helps resolve challenging customer issues, and uses discretionary authority toapprove exceptions to procedures to resolve escalated customer issues• Monitors customer feedback on a regular basis and escalates as appropriate• Models expected behaviors to reinforce the customer experience• Monitors calls for quality and customer engagementManages personnel actions and activities - 5%• Assists in the selection of employees• Evaluates performance and conducts performance reviews• Recommends promotions, transfers, and salary increases• Documents coaching, counseling and corrective action of direct reportsPerforms general administrative duties 5%• Performs general administrative tasks, e.g., timekeeping• Maintains and updates working files• Assists with additional/special projects as neededSkills Required:Communication Skills – Communicates effectively, openly, honestly, and consistently with others, and is able to deliver difficult feedback directly and appropriately; actively listens to and acknowledges what others are saying; responds to statements and comments of others in a way that reflects understandingInterpersonal skills – Considers the needs of others before/when taking action; interacts with others in a positive and respectful manner; takes an active interest in other people and teams; is approachable and easy to interact withBuilding Relationships – Builds trust and rapport with others; develops and maintains collaborative relationships with customers and others to meet mutual goals and objectivesCoaching and Mentoring Skills – Transfers and imparts knowledge and expertise; provides feedback successfully to improve and/or reinforce the performance of others; leads by exampleAccountability – Takes personal responsibility for the outcomes of own work and the work of others, as well as for one’s actions and decisions; holds others accountable for results; follows through on commitments to others; sees things through to completionFlexibility and Adaptability – Works effectively in changing or ambiguous circumstances; achievesdesired results in the midst of changes in responsibilities, work processes, timeframes, performance expectations or changes within the Department/Center; facilitates the implementation and acceptance of change by others within the workplaceMulti-tasking / Prioritization – Balances competing demands for one’s time and simultaneouslymanages multiple projects, tasks, and activities; allocates time across various responsibilities andprioritizes issues quickly to respond to critical priorities in an organized and planned mannerAchievement / Results Oriented – Understands what results are important and is driven to achieve results; focuses time, effort, and resources to achieve resultsAnalytical Thinking – Analyzes information, identifies key issues and relationships, and draws logical conclusions; identifies the root causes of problems and develops solutionsCustomer Service Orientation – Meets or exceeds internal and external customer expectations,demonstrating service orientation and dedication to ones’ customers; proactively identifies opportunities and takes action that benefits both the customer and the CompanySkills Desired:Job Experience• Minimum of 2 years relevant work experience is required• Past experience in a related field, operations center or call center environment, orprevious experience in a customer-facing role within a professional services company, is preferred• 1-2 years experience leading teams, people and/or processes is requiredEducation• High school diploma or equivalent required• 2-year or 4-year college degree in a business related field is preferredTechnical & Professional Skills• Knowledge and execution of business process• Ability to present information, analyses, ideas, and opinions in writing in a clearand convincing manner, and ability to organize written ideas clearly• Ability to learn/acquire new concepts, processes, and technology• Knowledge of company policies and/or applicable local, state, and federalregulations and laws governing business processes• Skill working with personal computers and software applications (e.g., MicrosoftOffice suite, word-processing, spreadsheets, databases, etc.)RelationshipsThe Team Leader may report to an Area Manager or a Department Manager. Direct reports includenon-exempt employees. This position interfaces with all levels of managers within the organization, andwith external vendors outside the organization
Investment Advisors Associate / Co-Op - Columbus
Details: Division: Investment Advisors FlsaStatus: Non-Exempt EmploymentType: Regular Investment Advisors Associate Program The Investment Advisors (IA) Associate Program provides an opportunity for college students to gain exposure to Fifth Third Bank's Investment Advisors Division. Associates will learn about the roles within IA, their respective responsibilities, and key business practices. Associate responsibilities include working on projects tied to one or more of the key initiatives for the IA Line of Business.The Program is designed to provide Associates with meaningful work experiences in the IA Division and develop future organizational leaders. Hands-on client relationship management training, professional development opportunities, and personal development opportunities are woven into the content of the program.Associates are paired with a Private Bank Employee Sponsor to guide them through their time in the Program. The Private Bank Employee Sponsor will act as the primary mentor to the Associate throughout their experience.Program Rotations / ExposureAs part of the IA Associate Program, participants will be exposed to the various businesses within the IA Division, including Trust, Private Banking, Portfolio Management, and our Wealth Advisory Group. Individual rotations follow a collaborative approach, ensuring an Associates’ current and potential skill set are maximized. Candidate Qualifications: Qualified candidates must display the following: • Sound written and oral communication skills.• Proficiency with Microsoft Office Software, such as Word, Excel, and PowerPoint.• Ability to work within teams and maintain professional composure in a dynamic work environment that often requires management/completion of multiple tasks.• Sound judgment and the ability to apply logical/critical thought processes when developing solutions.• Positive business presence with management and internal and external stakeholders.• Objectivity and confidentiality maintained in all aspects of position.• Self-starter; displaying characteristics such as confidence, initiative, and persistence.* Must be enrolled in a bachelors program pursuing a business degree.
Customer Service Representative (Teller)
Details: Division: Retail FlsaStatus: Non-Exempt EmploymentType: Regular GENERAL FUNCTION: Provide excellent customer care to customers regarding daily transactions, addressing inquiries, and problem resolution, in accordance with Fifth Third Bank policies. Refer customers to the appropriate business partner for products and services uncovered during business interactions and/or conversations. ESSENTIAL DUTIES & RESPONSIBILITIES: Customer Service A. Promote good customer relations by consistently providing premier customer satisfaction with a friendly demeanor, can-do attitude, and willingness to help at all times. B. Have a developed rapport with the customer base, greet by/use name, have knowledge of account ownership, be responsive and timely with correspondence and problem resolution, and display a caring attitude. C. Act with confidence by answering or finding the answers to customer questions and finding solutions to customer issues. D. Maintain a position of trust and responsibility by keeping all customer business confidential. E. Follow the Bancorp Code of Business Conduct and Ethics and other related policies, maintaining ethical behavior at all times. Bank Operations/Transactions A. Perform daily office responsibilities, working with the Customer Services Manager, to maintain the efficient operation of the office. B. Maintain personally a balancing record that is in line with policy and have the ability to find and correct outages and to enlist help as needed for more difficult errors. C. Maintain knowledge of the bank policies and financial center procedures, and take responsibility to keep up to date on any changes. D. Handle consumer and business customer problems with professionalism, directing more complex issues seamlessly to the Customer Services Manager, or other management as necessary. E. Demonstrate sound judgment in decision making, abiding appropriately to established guidelines and procedures. Referrals A. Consistently meet or exceed sales referrals as set by management. B. Continuously increase knowledge and skills through self-motivation, formal education, seminars and in-house training. C. Maintain a well-developed working knowledge of the complete line of products and services offered, taking responsibility to keep up to date and request assistance for further development needs. D. Initiate conversations to uncover customer needs and be capable of effectively referring customers to business partners for the selling and cross-selling bank products and services to customers, so that personal and Bank goals are consistently met and/or exceeded. SUPERVISORY RESPONSIBILITIES: N/A
Retail Personal Banker
Details: Division: Retail FlsaStatus: Non-Exempt EmploymentType: Regular GENERAL FUNCTION: Entry into a sales position with a primary focus on sales development and relationship building through the promotion of deposits, loans, fee-based services and the retention of customers. Responsible for selling a full range ofbanking products and services to existing and prospective customers while providing specialized customer care. Utilize and promote the Branded Sales and Service process, using the prescribed tools and interacting with the Customer/Financial ServiceRepresentatives for referral activity. ESSENTIAL DUTIES & RESPONSIBILITIES: * Sales/Goals Function: o Maintain an awareness of the various market segments (Acquisition and Cross Sell) and develop an understanding of how Fifth Third solutions support each market. o Consistently meet or exceed sales goals for loans, deposits, and fee income, as set by management utilizing sales skills appropriate for the Financial Center market segment. (i.e., cold calling versus calling campaigns to an already establishedcustomer base). o Oversee the complete consumer loan process following approved guidelines. o Consistently meet or exceed brokerage referral goals as set by management. o Maintain a well-developed working knowledge of the complete line of products and services offered, taking responsibility to keep up to date and request assistance for further development needs. o Promote company products and services by regularly soliciting internal customers for expanded business and referrals, to assist in the continuing growth of the office and company. o Initiate and maintain customer contact through a variety of methods, including but not limited to customer interaction on the line and platform, telemarketing, and attending various seminars and community events. o Maintain the sales environment, and actively participate in regular sales and office staff meetings, the execution of sales contests, monthly Blitzes and other motivational activities. o Actively participate in the telemarketing process within the financial center, utilizing the marketing resources and other various tools. o Establish close relationships with assigned business partners, such as Mortgage, Small Business Bankers, Business Banking Officers and Investment Executive to ensure that established goals for each business line is met. o Provide guidance to the Customer/Financial Service Representatives in the referral/sales process. * Customer Service: o Utilize the FNA to build thorough customer information for optimal financial solutions for their needs. o Provide a customer experience that is consistent across all customer touch points, is among the leaders in the financial services industry in terms of customer satisfaction, loyalty, and retention and provides a differentiated experience from otherproviders in the market place. o Promote excellent customer relations by consistently providing premier customer satisfaction with a friendly demeanor, can-do attitude, and willingness to help at all times, providing professional resolution of problems/issues. o Establish a relationship with the customer base of the financial center through knowledge of account ownership, greeting customers by name, and exhibiting an attitude of caring. o Assist in ensuring the financial center is neat and orderly and presentable for clients. Adhere to the Fifth Third clean desk policy and maintain a professional appearance. * SEE ACTUAL JOB DESCRIPTION FOR ALL DUTIES AND RESPONSIBILITIES. SUPERVISORY RESPONSIBILITIES: None.
Retail Personal Banker - Market Mix
Details: Division: Retail FlsaStatus: Non-Exempt EmploymentType: Regular GENERAL FUNCTION: Entry into a sales position with a primary focus on sales development and relationship building through the promotion of deposits, loans, fee-based services and the retention of customers. Responsible for selling a full range of bankingproducts and services to existing and prospective customers while providing specialized customer care. Utilize and promote the Branded Sales and Service process, using the prescribed tools and interacting with the Customer/Financial ServiceRepresentatives for referral activity.ESSENTIAL DUTIES & RESPONSIBILITIES:* Sales/Goals Function:o Maintain an awareness of the various market segments (Acquisition and Cross Sell) and develop an understanding of how Fifth Third solutions support each market.o Consistently meet or exceed sales goals for loans, deposits, and fee income, as set by management utilizing sales skills appropriate for the Financial Center market segment. (i.e., cold calling versus calling campaigns to an already establishedcustomer base).o Oversee the complete consumer loan process following approved guidelines.o Consistently meet or exceed brokerage referral goals as set by management.o Maintain a well-developed working knowledge of the complete line of products and services offered, taking responsibility to keep up to date and request assistance for further development needs.o Promote company products and services by regularly soliciting internal customers for expanded business and referrals, to assist in the continuing growth of the office and company.o Initiate and maintain customer contact through a variety of methods, including but not limited to customer interaction on the line and platform, telemarketing, and attending various seminars and community events.o Maintain the sales environment, and actively participate in regular sales and office staff meetings, the execution of sales contests, monthly Blitzes and other motivational activities.o Actively participate in the telemarketing process within the financial center, utilizing the marketing resources and other various tools.o Establish close relationships with assigned business partners, such as Mortgage, Small Business Bankers, Business Banking Officers and Investment Executive to ensure that established goals for each business line is met.o Provide guidance to the Customer/Financial Service Representatives in the referral/sales process.* Customer Service:o Utilize the FNA to build thorough customer information for optimal financial solutions for their needs.o Provide a customer experience that is consistent across all customer touch points, is among the leaders in the financial services industry in terms of customer satisfaction, loyalty, and retention and provides a differentiated experience from otherproviders in the market place.o Promote excellent customer relations by consistently providing premier customer satisfaction with a friendly demeanor, can-do attitude, and willingness to help at all times, providing professional resolution of problems/issues.o Establish a relationship with the customer base of the financial center through knowledge of account ownership, greeting customers by name, and exhibiting an attitude of caring.o Assist in ensuring the financial center is neat and orderly and presentable for clients. Adhere to the Fifth Third clean desk policy and maintain a professional appearance.* SEE ACTUAL JOB DESCRIPTION FOR ALL DUTIES AND RESPONSIBILITIES.
SBA Loan Officer III
Details: Responsibilities1) Develops strategies in order to sell banking products and services to small and medium sized businesses.2) Responsible for initial underwriting and loan processing with prospects.3) Works closely with the SBA (Small Business Administration) and other government loan guarantee programs.
MORTGAGE BANKING OFFICER II - CONROE
Details: ResponsibilitiesPosition is responsible for generating residential mortgage loan production through established sourcesof business, such as Realtors, builders, contractors, and internal business partners. Serves as an advisorto new and existing mortgage customers. Provides an exceptional customer experience. Generatescross-selling activities and opportunities of other bank products. Ensure all aspects of mortgage loanproduction are in compliance with all applicable state and Federal laws, regulations and bank policiesand procedures.
MORTGAGE BANKING OFFICER - HOUSTON
Details: ResponsibilitiesPosition is responsible for generating residential mortgage loan production through established sourcesof business, such as Realtors, builders, contractors, and internal business partners. Serves as an advisorto new and existing mortgage customers. Provides an exceptional customer experience. Generatescross-selling activities and opportunities of other bank products. Ensure all aspects of mortgage loanproduction are in compliance with all applicable state and Federal laws, regulations and bank policiesand procedures.
FINANCIAL SALES ADVISOR/PERSONAL BANKER - RAYMONDVILLE
Details: ResponsibilitiesMarket retail banking products and services to mass market customers, face to face or over the phone, inorder to grow, retain and maximize profit for the bank. Offer banking solutions to customers aftercapturing the customer profile conversation on Customer Relationship Management system (CRM).Utilize Customer Relationship Management system for leads to maximize new and existing depositrelationships through cross-selling of all retail banking products. Deliver an exceptional customer serviceexperience while responding to daily customer inquiries.
FINANCIAL SALES ADVISOR/PERSONAL BANKER - BUNKER HILL
Details: ResponsibilitiesMarket retail banking products and services to mass market customers, face to face or over the phone, inorder to grow, retain and maximize profit for the bank. Offer banking solutions to customers aftercapturing the customer profile conversation on Customer Relationship Management system (CRM).Utilize Customer Relationship Management system for leads to maximize new and existing depositrelationships through cross-selling of all retail banking products. Deliver an exceptional customer serviceexperience while responding to daily customer inquiries.
Financial Sales Advisor/Personal Banker
Details: ResponsibilitiesMarket retail banking products and services to mass market customers, face to face or over the phone, inorder to grow, retain and maximize profit for the bank. Offer banking solutions to customers aftercapturing the customer profile conversation on Customer Relationship Management system (CRM).Utilize Customer Relationship Management system for leads to maximize new and existing depositrelationships through cross-selling of all retail banking products. Deliver an exceptional customer serviceexperience while responding to daily customer inquiries.
Financial Sales Advisor II - PERSONAL BANKER - Parkwoods
Details: ResponsibilitiesMarket retail banking products and services to mass market customers, face to face or over the phone, inorder to grow, retain and maximize profit for the bank. Offer banking solutions to customers aftercapturing the customer profile conversation on Customer Relationship Management system (CRM).Utilize Customer Relationship Management system for leads to maximize new and existing depositrelationships through cross-selling of all retail banking products. Deliver an exceptional customer serviceexperience while responding to daily customer inquiries.
Financial Sales Advisor II - Personal Banker
Details: ResponsibilitiesMarket retail banking products and services to mass market customers, face to face or over the phone, inorder to grow, retain and maximize profit for the bank. Offer banking solutions to customers aftercapturing the customer profile conversation on Customer Relationship Management system (CRM).Utilize Customer Relationship Management system for leads to maximize new and existing depositrelationships through cross-selling of all retail banking products. Deliver an exceptional customer serviceexperience while responding to daily customer inquiries.
FINANCIAL SALES ADVISOR II - GREENSPOINT - PERSONAL BANKER
Details: ResponsibilitiesMarket retail banking products and services to mass market customers, face to face or over the phone, inorder to grow, retain and maximize profit for the bank. Offer banking solutions to customers aftercapturing the customer profile conversation on Customer Relationship Management system (CRM).Utilize Customer Relationship Management system for leads to maximize new and existing depositrelationships through cross-selling of all retail banking products. Deliver an exceptional customer serviceexperience while responding to daily customer inquiries.
Corporate Banking Manager II
Details: ResponsibilitiesFunction: Supports the bank's commercial banking business plan by developing new commercial banking customers. Services and expands the existing customer base under the general direction of the manager. Handles corporate loans with a loans outstanding portfolio of $100,000,000 and up. Total Loans and Deposits should be greater than $150,000,000. May supervise 1-2 lenders, but supervision is not the key factor for this position. Knowledge: Maintains comprehensive knowledge of the bank's products, services and credit standards, trends in commercial banking pricing and products, effective sales and customer service practices, relevant legal issues and other necessary information. Sales: Develops an individual business plan, consistent with the bank's plan, to target companies with likely needs. Executes the business plan by making calls, seeking referrals and developing relationships. Identifies the customer's banking needs and matching Compass products and services. Structures and proposes credits and services to the customer. Negotiates, within broad guidelines, credit pricing, terms and structures. Administration: Oversees preparation of loan packages for approval. Facilitates resolution of the credit approval process. Manages and expands existing portfolio by overseeing credit renewals, resolving problems and cross-selling other products with the assistance of product specialists and junior officers.
Branch Associate/Teller
Details: ResponsibilitiesDeliver an exceptional customer experience while uncovering sales referral opportunities. SurpassCustomer Experience score goals set by management. Perform a variety of duties involving paying out,balancing and receiving transactions within assigned delegated authorities. Responsible for handlingcash, deposit transaction and daily work balancing. Work together with the other branch associatesbehind the branch associate line. Participate in all the banking center sales and service activities.Support the branch team by achieving referral goals and participating in targeted sales campaigns.
BRANCH ASSOCIATE -PART TIME - PARKWOOD/FRIENDSWOOD - TELLER
Details: ResponsibilitiesPart Time - 30 hrs.Deliver an exceptional customer experience while uncovering sales referral opportunities. Surpass Customer Experience score goals set by management. Perform a variety of duties involving paying out, balancing and receiving transactions within assigned delegated authorities. Responsible for handling cash, deposit transaction and daily work balancing. Work together with the other branch associates behind the branch associate line. Participate in all the banking center sales and service activities. Support the branch team by achieving referral goals and participating in targeted sales campaigns.
Branch Associate - Teller (20 hour)
Details: ResponsibilitiesDeliver an exceptional customer experience while uncovering sales referral opportunities. Surpass Customer Experience score goals set by management. Perform a variety of duties involving paying out, balancing and receiving transactions within assigned delegated authorities. Responsible for handling cash, deposit transaction and daily work balancing. Work together with the other branch associates behind the branch associate line. Participate in all the banking center sales and service activities. Support the branch team by achieving referral goals and participating in targeted sales campaigns.20 hour work schedule - Monday/Wednesday/Friday 12 p.m. to close and Saturday 8:45 a.m. to 1:15 p.m.
