Bancorp Resolution Specialist- DEX-1

Fifth Third Bank, N.A. • Farmington Hills, MI • 3h ago

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:

Second level of escalated support for both the Contact Center and Consumer Bank. Handles complex customer interactions and provides outstanding customer service by answering customer's questions and ensuring complete issue resolution. Responsible for minimizing reputational and financial risk to the Bancorp as it relates to assigned complaints, while focusing on customer experience and retention. Works independently to manage the workflow of assigned consumer complaints through final resolution and complaint closure through the Case Management Tool (CMT).

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. 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, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all @types.

Position not available for immigration sponsorship.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Handles and resolves time-sensitive complaints/service requests including regulatory agencies from all channels including Consumer Contact Center, Mortgage Collections, and Consumer (Retail Branch).

Knowledgeable in all consumer product (DDA, Credit Card, Mortgage, Installment Loan, Etc.) and in all servicing systems of varying complexity.

Maintain a Subject Matter Expert (SME) level of knowledge of all Bancorp products and services as they relate to operational procedures and how they are used in problem resolution.

Communicates with management any trends identified in complaint handling, including identification and escalation of high-risk scenarios and systemic issues. Additionally, owns identified issues as applicable until they are resolved.

Interacts with the Line of Business Compliance Officers and Attorneys, as applicable, to ensure the Bank's Response is completed in accordance with Federal, State and Bancorp policies.

Responsible for the complete and accurate research and resolution of assigned consumer complaints/issues within established SLAs.

Handles and resolves time-sensitive non- Regulatory and Regulatory (i.e. CFBP) complaints/service requests with utmost professionalism, sensitivity, and timeliness.

Communicates issue resolution directly with the customer and ensures loop closure with internal partners, as applicable.

Reviews all assigned work for potential regulatory and reputational risk.

Collaborates with Lines of Business partners to improve complaint resolution processes and turnaround times.

Partners with the Lines of Business to stay abreast of their processes and the potential impact they have on issue resolution.

Completes proper complaint case documentation and closure as defined by Bancorp complaint management standards.

Monitor complaint system dashboards and reporting to ensure that items are appropriately being worked to ensure adherence to SLAs and escalates proactively to management as necessary when SLAs are at risk.

Perform any other duties as assigned.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

High school education or equivalent.

Minimum of 3 to 4 years of experience in a line of business-related function or customer service.

Demonstrated risk identification aptitude.

1 year experience on a Bancorp Resolution team, or equivalent experience.

Advanced knowledge of Bank products, procedures, operating systems and State and Federal Regulations as they pertain to problem resolution.

Strong analytical skills with a demonstrated ability to resolve complex consumer account problems.

Excellent and verbal and written communication skills.

Advanced computer knowledge of Microsoft Office Products.

Ability to work efficiently and independently with a low margin of error.

Ability to handle multiple tasks, handles shifting priorities, and work well under pressure.

Bancorp Resolution Specialist- DEX-1

At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.

The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location.

Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being. You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner.

LOCATION -- Farmington Hills, Michigan 48331-3552

Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting. Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third. Any unsolicited resumes - no matter how they are submitted - will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.

Similar Jobs

Supply Chain Data Scientist

Apex Systems, Inc • Allen Park, MI • 25min ago

IT & Engineering

Employees in this job function are responsible for predicting and/ or extracting meaningful trends/ patterns/ recommendations from raw data, leveraging data science methodologies including Machine Learning (ML), predicti...

25min ago

Go to Apply

Physician (Regular Ft)

Veterans Affairs, Veterans Health Administration • Ann Arbor, MI • 30min ago

Hospital & Medical

Summary The Ann Arbor VA Healthcare System is seeking a Full-time Cardiothoracic Anesthesiologist in the Anesthesiology Perioperative and Pain Medicine Service with specific duties to provide care to those in the operati...

30min ago

Go to Apply

Director Strategic Client Development

Crane Worldwide Logistics • Romulus, MI • 30min ago

Description ESSENTIAL JOB FUNCTIONS Responsible for developing and managing a regional growth plan Direct interaction and dealings with all levels of the organization from Sr. leadership to station management and local s...

30min ago

Go to Apply

Logistics Operations Manager

Adecco US, Inc. • Ann Arbor, MI • 1h ago

Management & Administrative

Adecco is assisting a local client recruiting Project Manager opportunities in Onsite environment in San Francisco, CA. This is an excellent opportunity to join a winning culture and get your foot in the door of a compan...

1h ago

Go to Apply

Pharmacy Operations Manager

Walgreens • Royal Oak, MI • 1h ago

Hospital & Medical

Job Description: Where state and federal laws/regulations allow, accountable for performing day-to-day non-clinical pharmacy operations, administrative activities; Ensures efficient pharmacy workflow and a positive patie...

1h ago

Go to Apply

Warehouse Supervisor

Aerotek • Belleville, MI • 1h ago

Manufacturing & Warehouse

Job Title: Warehouse Supervisor Job Description The Warehouse Supervisor is responsible for overseeing warehouse employees to achieve business objectives related to safety, quality, productivity, and responsiveness in as...

1h ago

Go to Apply

Warehouse Associate

ManpowerGroup • Belleville, MI • 1h ago

Manufacturing & Warehouse

Our client, a leading logistics and supply chain organization, is seeking a Warehouse Associate to join their team. As a 1st & 2nd shift Warehouse Associates, you will be part of the Operations Department supporting...

1h ago

Go to Apply

Warehouse Associate

Berkshire eSupply • Novi, MI • 1h ago

Manufacturing & Warehouse

Berkshire eSupply is a dynamic organization dedicated to supporting independent distributors with the products and services required to compete in the rapidly evolving industrial marketplace. With more than 2,500 supplie...

1h ago

Go to Apply

Warehouse Supervisor

Aerotek • Pontiac, MI • 1h ago

Manufacturing & Warehouse

Job Title: Warehouse Supervisor Job Description The Warehouse Supervisor leads a fast-paced distribution operation, ensuring the department consistently meets safety, quality, productivity, and responsiveness objectives....

1h ago

Go to Apply

Warehouse Clerk

Brunswick • Clinton Township, MI • 1h ago

Management & Administrative

Are you ready for what's next? Come explore opportunities within Brunswick, a global marine leader ( https://youtube.com/watch?v=ksuQ6B2j\mA ) committed to challenging conventions and innovating next-generation technolog...

1h ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)