The Retail Customer Service Supervisor will be responsible for monitoring and supervising the customer service representatives as relating to the customer service, referral/sales and operational activities of the financial center/mart. He/She will perform the most complex duties of a CSR, exercising considerable independent judgment. The Retail Customer Service Supervisor will provide excellent customer care to customers regarding daily transactions, addressing inquiries, and problem resolution, in accordance with Fifth Third Bank policies. He/She will refer customers to the appropriate business partner for products and services uncovered during business interactions and/or conversations.

Job Description:

The Retail Customer Service Supervisor will perform all or some of the following Job description:

• Direct and delegate the activities of the CSR staff to ensure complete and efficient customer service

• Observe daily the service provided by the customer service team to ensure for a customer experience that is in accordance with the behaviors prescribed by the Key Drivers

• Assist in the development of the customer service team through observation and coaching in regards to customer service

• Take proactive role in the on-boarding and continued training of new customer service staff, as well as ongoing training for existing staff

• Act as financial center resource personnel for CSR activity, answering questions and finding solutions to customer issues and financial center procedures; assist.