Senior Customer Solutions Support Team Lead

Make banking a Fifth Third better®

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GENERAL FUNCTION: Acts as subject matter expert in assigned department, ensures that reporting standards are met and maintained. Responsible for prioritizing work and delegating tasks to ensure proper coverage of functions. Oversees the productivity of the unit and reports to supervisor/manager any issues regarding the work assigned. Works closely with the supervisor to ensure that all business and customer needs are being met in a timely manner. Responsible for training and developing employees with regard to staff functions and processes.

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.

Duties & Responsibilities

• Provides support to leadership for team as requested
• Supports leadership in the additional training, coaching, and development of staff while ensuring staff has a full understanding of departmental and Bank procedures as well as individual job responsibilities, goals and performance standards
• Perform and update all daily/monthly audits as outlined in procedures
• Actively participates in departmental strategy discussions with leadership
• Flag potential issues and recommend solutions
• Handles escalated calls when necessary in a professional manner
• Assists in building processes to deliver ultimate customer satisfaction and mitigate risk
• Assist with vendor management support
• Ensures that bank policies and procedures, regulatory guidelines and investor standards are followed and initiates updates accordingly to meet the needs of the customer and the Bank
• Train, mentor, and coach peers while functioning as a departmental subject matter expert 
• Assists in managing and monitoring team productivity, quality, capacity and providing feedback to management.
  
  
  

Minimum Knowledge, Skills And Abilities Required

• High School diploma required and college degree preferred
• Minimum of 3 years of experience in Collections or Customer Experience
• Strong experience with Microsoft office products, such as Word, Excel, PowerPoint, and Outlook.
• Proficient with computer systems and keyboarding / data entry skills with moderate speed and accuracy.
• Excellent oral and written communication skills.
• Ability to communicate effectively with staff level, senior leadership, attorneys and other industry professionals.
• Understanding of collections practices, policies and procedures.
• Excellent customer service skills with both external and internal customers.
• Strong organizational skills and attention to detail.
• Must be able to work in a team environment and interact with employees and all levels of the organizations with solution based thinking.
• Must be able to work independently with minimal supervision to achieve goals and meet demanding timelines.
• Proven leadership experience and aptitude
• Continuously increase knowledge and skills through self-motivation, formal education, seminars and in-house training.
• Need to have flexibility in scheduling.
  
  
  

Senior Customer Solutions Support Team Lead

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 -- Grand Rapids, Michigan 49546

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.