CSC Research, Resolution & Supp Mgr I

Fifth Third Bank • Cincinnati, OH

7d

About The Position

The CSC Research, Resolution & Support Manager I provides leadership to the Commercial Support Center’s Research, Resolution and Specialized Support teams, ensuring production goals, project work and daily outputs are met. The role serves as an internal expert on problem-resolution best practices and provides guidance to functional areas and lines of business to improve the customer experience. It handles highly complex customer or service issues and coordinates follow-up with customers, internal departments and senior management. The manager serves as the primary line-of-business contact for Specialized Support functions in the CSC.

The position is accountable for managing risk through open communication, escalation of concerns and adherence to policies and procedures. It is expected to support positive customer and colleague experiences while identifying, assessing, managing, monitoring and reporting risks within the Bank’s risk appetite.

The manager sets direction and assigns work across the teams, manages Commercial and Business Banking research and escalated client-interaction teams, reviews processes and policies, and recommends improvements. The role works with managers, supervisors and line-of-business leaders to promote teamwork, staff development, timely issue resolution and process improvement. It maintains department metrics and service-level agreements, communicates root-cause trends, participates in audits and regulatory examinations, and evaluates staffing or resource needs as volumes change. The manager also leads special projects and performs other assigned duties.

The role includes supervisory responsibilities such as providing timely, constructive performance feedback; developing employees and succession plans; offering career-growth opportunities; and recognizing employee accomplishments. The position is based in a normal office environment in Cincinnati, Ohio, with little exposure to dust, noise or temperature extremes and extended viewing of a CRT screen. The position is eligible for incentive compensation in addition to base salary. Individual compensation varies based on factors including relevant skills, experience, education and geographic location.

Requirements

• Bachelor’s degree or equivalent work experience.
• Previous experience in customer service, complaint resolution or a related function.
• Proven leadership or supervisory experience.
• Ability to communicate effectively with Central Operations and line-of-business management and build positive relationships across Bancorp divisions.
• Excellent verbal and written communication skills.
• Superior analytical and problem-resolution skills, including the ability to evaluate and solve problems from multiple perspectives.
• Understanding of risk and its potential impact on the Bancorp.

Responsibilities

• Set strategic direction and manage assignments for CSC Service Professionals to support efficient and effective Research, Resolution and Specialized Support team operations, with a focus on quality, first-contact resolution, efficiency and risk reduction.
• Serve as the initial contact for escalated Commercial customer research and resolution requests; handle highly complex customer or operational issues and provide follow-up to the Commercial Support Center, customers and senior management.
• Manage Commercial and Business Banking research and escalated client-interaction teams.
• Review department and Bancorp processes, procedures and policies to ensure they meet customer needs, and recommend improvements.
• Work with managers and supervisors to promote teamwork, customer service, employee development, achievement and process improvement.
• Establish and foster working relationships with line-of-business managers to support timely issue resolution.
• Maintain, develop and enhance department metrics and service-level agreements.
• Ensure root-cause trends are reported consistently and promptly to lines of business, Risk, Compliance and senior management.
• Participate in audit and regulatory examinations and provide ad hoc reporting on product and servicing complaints.
• Evaluate and recommend resources to accommodate volume increases due to mergers, acquisitions, centralization or new business, and assist with implementation.
• Lead special projects and assume additional responsibilities or duties as assigned.
• Provide employees with timely, candid and constructive performance feedback; develop employees, support career growth and succession planning, and recognize and reward accomplishments.

Benefits

• Comprehensive benefits programs supporting physical, financial, emotional and social well-being.
• Eligibility to participate in an incentive compensation plan, with payment based on company, line-of-business and/or individual performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager