1 Dividend, Bancorp Resolution Team Lead Job in Las Vegas, NV

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Dividend, Bancorp Resolution Team Lead

Dividend

Las Vegas, NV | Full Time

$56k-75k (estimate)

1 Month Ago

Dividend, Bancorp Resolution Team Lead

Dividend Las Vegas, NV

$56k-75k (estimate)

Full Time | Utilities 1 Month Ago

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Dividend is Hiring a Dividend, Bancorp Resolution Team Lead Near Las Vegas, NV

About Dividend

At Dividend, we question convention, reward creativity, and always welcome new ideas. We are hungry to win, happy to help, and determined to succeed. Every day, we get to see the impact we've had on our customers, our partners, and on the world around us. So, take a look and see if you think you'd be a good fit for Dividend.

About Dividend:

Founded in 2013 in San Francisco, Dividend is a leading fintech point-of-sale lender for residential solar and home improvement financing. We created an easy straightforward process that enhances installer’s ability to close deals fast, and help borrowers finance their projects seamlessly.

In May 2022, Dividend Finance became a division of Fifth Third Bank. We understand you’re investing your time, energy and experience into our company, so it’s important to us that we also invest in you. We aim to be the best part of your career journey through career development, a competitive benefits package, a flexible work schedule, a generous time away policy, and a company culture that fosters authentic work relationships, bold ideas, and empowered customers.

Our team is growing:

A Subject Matter Expert (SME) role within the complaint Customer Care Team with primary responsibility for supporting Bancorp Resolution Team specialists with complaint resolution. Acts as liaison between Legal and Dividend Servicing teams. Takes ownership of complex complaints, leadership coverage of the team, and specialist coaching. Provides outstanding customer service by answering internal and external customer's questions and solving the problem by using advanced product/system knowledge. Must be willing to work 8-5 PST (11-8 EST).

As a Dividend and Fifth Third Bank team member, you will be 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.

A day in the life:

Provides leadership support for Bancorp Resolution Specialists as next tier support for questions and escalated calls.
Provides direction to personnel within group for product, processing, & research issues or questions.
Maintain expert level knowledge of core Escalations skills (Escalated DDA, Escalated Bankcard, Escalated Online and either Escalated Loans or Escalated Mortgage) department processes & product knowledge to serve as the first line of support in resolving internal & external customer inquiries.
Assumes responsibility for some complex complaints from Bancorp Resolution Specialists.
Researches and resolves these complaints, documenting all interactions throughout the complaint workflow via the Complaint Management Tool (CMT).
Handles complex issues with a high degree of decision making authority and ability.
Reviews written correspondence following defined company standards and guidelines.
Ensures resolution of assigned complaints meet established service level agreements (SLA).
Assists with on-boarding and on the job training for new employees to the Care Team.
Communicates with management any trends and high risk or systemic issues identified when reviewing or researching customer complaints.
Updates and maintains appropriate files, databases and other documentation within departmental guidelines.
Manages time efficiently to ensure completion of assigned complaints/tasks while contributing to established department service standards.
Communicates & trains employees on any updates or changes in policies & procedures.
Works closely with management to accomplish departmental goals while suggesting new techniques to improve productivity.
Assists management to complete, maintain, & update departmental procedures, productivity and quality reports, & daily employee statistics.
Oversees daily workflow of Bancorp Resolution Specialists.
Serves as liaison between management & front line agents & as primary contact for department & customers in Managers' absence.
Other projects as assigned.

Our newest teammate will have:

Bachelor’s Degree preferred or equivalent work experience.
Minimum of 5 years in a customer service role handling complex situations.
Expert level knowledge of 4 Core Escalations skills preferred (Escalated DDA, Escalated Bankcard, Escalated Online and either Escalated Loans or Escalated Mortgage).
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.
Demonstrated risk identification aptitude.
Excellent verbal and written communication skills.
Extensive knowledge of bank products, regulatory environment as it applies to problem resolution, procedures and operating systems.
Intermediate-level skills in Window based products.
Ability to adapt & prioritize in a rapidly changing fast paced environment.
Demonstrated high level of initiative in work.
Demonstrated ability to work in a team environment.
Must be willing to work 8-5 PST (11-8 EST)

Dividend, Bancorp Resolution Team Lead Total Base Pay Range 47,000.00 - 87,000.00 USD Annual LOCATION - Las Vegas, Nevada 89135

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.