Sounded so amazing in the interview. I Should have known better! From the interview to training, we were told 8:30 A - 5/5:30 P for first shift with occasional overtime as needed. Perfect. (They also have a four 10 hour days option, mid-shift option, and a "second shift" option) After training was completed, I can count on both hands in 8 months working there how often that actually occurred.
There were a handful of days we got to leave before 4pm, but 9 times out of 10, you were there 10-12+ hours a day. Not allowed to leave. "Work until the work is done." They do not care if you have a family or other obligations. I spent more time working than being at home.
My average work week was 52+ hours which wouldn't as bad if we had more space to work in. They are working on expanding the vault area, but it currently is cramped, dusty, dirty, full of teller trash and overall a depressing environment to work in. We had to beg to get the air conditioning to stay on past 5pm when all the other floors above us would leave for the day.
Vault processors are crammed next to one another with barely any space for the machines or themselves to process deposits that come in; the order processing area is just as bad. Not enough room for the people to fill the orders requested, let alone packing and placing finished orders. The whole vault was poorly designed to handle the amount of work that comes in. There are not enough people working there which is why we can never seem to leave, b
The benefits are good; pay is great for new employees but could be better for veteran employees as the differential at each minimum wage increase is not commensurate; understaffed creating undue stress and time management challenges (it is imperative to be a strong multi-tasker); long wait times on phone or chat for customer support needs which means unproductive time that hinder completing daily tasks and growing your client base. Managers can greatly affect everything from proper training; daily success and the culture of the individual Financial Center. Not all managers buy in to training as valuable- onboarding and career growth training. While it is expected to happen and there are built in reports that prove when it is not: Managers do not all invest in regularly coaching their team nor resolving challenges within the team. The expectation for inclusion and strength in teams is “if you see something that’s wrong then you own it and say something.” I believe the intention is good but, in practice, it falls flat as some managers avoid facing challenges or improvement depending on the manager so if you are hired in take that expectation with a grain of salt even though it is reiterated often as a pillar. Some locations have team cohesion with strong leadership while others will experience ongoing dysfunction that goes unbridled as long as benchmarks are exceeded. A team can be performing well because it is a team of hard workers but there can be dissatisfaction and c
I enjoy working here and have been with the company for more than 4 years. I would only leave if a good opportunity came along externally. I hope a good opportunity comes along internally.
Wealth Management as a whole is responsible for less than 15% of firm revenue and it shows. The processes, technology, and documents are lacking. High amounts of inefficiency are willfully built into every step of the process. It is an uphill battle to get anything done. I have to use 3-5 different systems throughout the day, none of which communicate with one another.
Great work/life balance, very low stress environment and I NEVER take work home with me. 8-5, M-F. I have never worked a weekend. I enjoy what I do and the people I work with.
Management is partially open to change but only if it is small and easy to do. If something will take more than a couple mouse clicks to implement, forget it. Unable to make policy changes to improve customer experience even if the change is pretty minor. Best example is that complicated forms are given to clients blank and we expect them to fill it out themselves. I suggested the call center spend 5 minutes to fill the form out for the client or even just let them know that if there is a single error on the form it will be rejected, so call in if you get stuck. Both were rejected, instead we waste multiple departments, and thousands of clients time with thousands of rejections a month when all it would take is a 5 minute convers
Proslow stress, great work/life balance, stable business, 7% 401 match, paid for healthy living activities
Conspoor raises, tough to advance, abysmal tech and processes
Job Security/Advancement based on internal politics
After working for Fifth Third Bank for over 6 years I am completely confident expressing my dissatisfaction in the way upper management is running the Customer Service Aspects of the company. 11 of my colleagues were demoted simply because there was not enough basic customer service employee coverage for the 1-800 phone number. The truth is that in late 2013 and early 2014 everything changed. We are constantly told it is because of business decisions but the truth is that our upper management/VP's have made bad decisions based on one man's great ideas, and let go of valued and successful customer service employees based on an unrealistic handle time goals. Also, we cannot be honest internally about how we feel about the company we work for. For every negative answer or comment I make, my direct manager is docked resulting in less of a bonus/pay increase for her. This is unfair because she is an incredible Manager and this policy promotes dishonesty.
Our company claims integrity but the bottom line is that they are not walking the walk though they talk the talk. As a person of integrity, I can no longer work for a company that does not value it's employees and makes us sacrifice while they collect their 6 figure bonuses.
What once was a wonderful company to work for has become a place I dread going to every day. They have changed my job completely from the description which I interviewed for originally. If I had an opportunity to leave I would take it in a heartbeat. I
ProsPeople you work with are generally kind and fun
ConsIf you advance to Escalations, you will never be allowed to leave unless it's a lateral move.
Productive fast paced enviornment with deadlines everyday.
A typical day at work for me is arriving at work on time at 8:30 am and begin to prep my work for the day. If I am doing payments for the day, then I will get the basket of payments that I received authorization for throughout the week. If I am presenting documents to customers, then I will get the basket of documents that came in the previous day. With presenting document, I have to OFAC (Office of Foreign Assets Control), in which I will input all parties from the documents received into a database and it will let me know if there are any trade sanctions that I would need to know about that could prevent me from processing documents. If there are no sanctions then I would enter all information need into a system we use called BankTrade. That will then generate what we would call a cover letter to present to our customer. Once presented, if they accepts the documents( no errors with the documents), then I will mail the documents to the customer. We have a three day SLA.
While making payments, once the documents are accepted and mailed out to the customer, we will then make payment. We will debit our customers account for the amount of the invoice that we received along with the documents, plus our bank fees. We will also process payments through BankTrade that will debit the customers account and we will also send out a wire to a foreign bank so that they will be about to credit their customer what is owed to them.
Management assists and helps when it is needed
Company likes to say "We are here for the customer" and push loan sales, but doesn't seem to understand that strict lending standards does not make for explosive growth or morale boosts. Even if they say "We are not selling products to the customer," it is very clear that if you are not making sales it does not matter how good your service is, you will be having upper management breathing down your neck. Branches do not stand out due to poor location and landscaping choices so new households just literally drive past. Get ready to hear a lot of "I didn't even know this branch was here!"
Do you like cold calling customers on a monthly basis so you can attempt to use an inane questioning sales tactic to squeeze every drop of money out of a customer? If not, don't be a banker. Cause if you're not meeting with a customer, it is expected that you are calling everybody and anybody to ask the same questions over and over again.
Branch management is hit or miss. But regional management and above seem to think that one great month should be the goal for every month. Tech is outdated and consistently just does not work. These are the same models of computers used in high schools over a decade ago. There are good systems and then there are the rest of the systems. You have to jump from one to the other in order to do most tasks. Open an account? That's one system. Apply for a loan? Totally different system. Doing any teller transactions? Another system. If any one of these separate
ProsClose knit teams, Solid Pay, Lip service
ConsPoor upper management, Cold Calling will be a main activity, System errors all the time
pay ok benefits great. They don't value knowledge or experience. Favoritism is only way to advance. Almost a decade of experience there and the people I trained/mentored get advanced. They want robots and yes men although they say they value original thoughts and opinions management gets offended even if u question a process or rule that they themselves came up with. Agents often know who is getting the promotion before interviews are even done. Favorites are known and if you aren't one of them they will use you up and throw you away when they feel like it. Commercial support center will prevent you from moving to another department as retaliation for not blindly doing things the way they want you too. They want followers not leaders. If you have an opportunity for improvement and you make it they will search for something else they can use to hold you back. Even if your scores/metrics are great they will audit all of your calls searching for a mistake so they can get rid of you. Also FMLA is frowned upon. If you have it your chances to advance will be diminished even though they say it won't affect your opportunity. But legally they can't say that is the reason so they will search for any other mistake you might make to punish you for it. Keep your head down and don't speak up if you want to succeed at this company. Also they are all about good PR. While they greatly increased starting wages recently to 18/hr, the veteran employees lost their bonus structure which was u
Prosoccasional free lunch, benefits.
Consshort breaks, treat agents like children, dont value the lowly hard workers except for numbers to make management look good
Customer Service Representative | Elyria, OH | Sep 17, 2014
Productive and room for growth
Perform daily office responsibilities, working with the Customer Services Manager, to maintain the efficient operation
of the office
•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.
•Maintain knowledge of the bank policies and financial center procedures, and take responsibility to keep up to date on
•Handle consumer and business customer problems with professionalism, directing more complex issues seamlessly to
the Customer Services Manager, or other management as necessary.
•Demonstrate sound judgment in decision making, abiding appropriately to established guidelines and procedures.
•Meet or exceed sales referrals as set by management.
•Continuously increase knowledge and skills through self-motivation, formal education, seminars and in-house training
•. 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.
•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/oBeing in management I have learned how to approach different situations and come up with a soulution that best fits the problem.
Great starting pay, questionable working conditions
Fifth Third offers a great starting rate for an entry level job. They offer good training for their call center employees. Management will work with you to help you succeed. During the pandemic Fifth Third took positive steps to protect onsite workers. If you have a good work ethic they will do quite a bit to work with you for things like time off for doctor appointments and illnesses. Employees are friendly and supportive. They offer a very comprehensive benefits package, even have an on-site cafeteria and Concierge service!
A lot of people have left since the start of the pandemic. That means their are fewer agents that have advanced skills such as mortgage & loans. This makes for long hold times for customers and they often come through escalated, so you have to calm them down before you can assist. However, if someone has been waiting for 45 minutes to reach an agent and you have to tell them that the answer is no...the wait time for a supervisor is 5-20 minutes. If you are able to ignore a lot of angry customers, the happy ones are appreciative and can make up for some of the stress.
During the pandemic the call center got rid of 2nd shift & put the call center on a 9-6 schedule during the week. If you want a 2nd shift or early schedule you have to switch over to async messaging.
While the call center originally offered social distancing and did work from home for some parts of the bank, all of the customer contact center is grouped together in one big room. If one perso
ProsExcellent starting wage, good benefits, hot lunches available
ConsLong hold times create angry customers, not always able to get a supervisor without waiting for 5-10 minutes, schedule is not particularly flexible
Customer Service Representative | Toledo, OH | Jun 25, 2018
Busy & Interesting all at once!
When I first started there I had to go to training for about a month before I was placed at my permanent branch. I really liked the people I first started working with. However as time goes on, people get promoted and move on. In banking, I did not realize how competitive it was in regards to sales. In the less than 3 years I was employed there I had 5 managers. This may have been due to my branch location. However, it was difficult to have that many managers in such a short time. Each one was different in their own ways, some good and some bad. Customers repeatedly said I was the only constant and liked I was still there. I do miss a lot of my customers I would see on a day to day basis.
There were monthly audits that had to be performed randomly on every drawer. However due to Fifth Third's very strict no overtime policy it was challenging to perform "surprise" audits with so few staff. When a staff member left the branch whether it be for a promotion or a different role outside of Fifth Third, you rarely received help from other branches and there was no slack in performing all audits monthly. It was challenging to balance my life and work with all the audits that needed performed with little help from other staff.
I will say there are some bank connections I still stay in contact with, some were old coworkers and friends that were old customers.
I thought I wanted to be in banking forever but the thing I miss the most is the people, but I am much happier now in my cu
ProsMeeting all different types of people as customers, Learning how to manage your own personal accounts
ConsNo overtime (even when understaffed), monthly audits, constant turnover
Questions And Answers about Fifth Third Bank
How often do you get a raise at Fifth Third Bank?
Asked Apr 10, 2022
Answered Sep 22, 2022
1 a year
Answered Sep 16, 2022
What is the promotion process like at Fifth Third Bank?
Asked Sep 23, 2021
They rather higher from outside than promoting within
Answered Sep 27, 2022
A lot of room for growth.
Answered Sep 20, 2022
What is the best part of working at Fifth Third Bank?
Asked Nov 27, 2019
Answered Jul 2, 2022
5/3 Cares about the community they are in!
Answered Jun 24, 2022
How are the working hours at Fifth Third Bank?
Asked Jul 5, 2016
Not a good work / life balance - spend too much extra time as they need to hire some extra people
Answered Jul 2, 2019
Schedule varies every week but plan on working every Saturday so your manager doesn't have to.
Answered Mar 8, 2019
What is a typical day like for you at Fifth Third Bank?
Asked Jun 30, 2020
It is well rounded making calls and helping customers with their banking needs.