CSC Research, Resolution & Supp Mgr I

Fifth Third Bank • Cincinnati, OH

6d • Onsite

About The Position

Provides leadership to the Commercial Support Center’s Research, Resolution, and Specialized Support teams, ensuring departmental production goals, projects, and daily outputs are met. Serves as an internal expert on problem-resolution best practices, guiding functional areas and lines of business to improve the customer experience. Handles highly complex customer or service issues and follows up with customers, internal departments, and senior management. Serves as the primary line-of-business contact for Specialized Support functions in the CSC.

The role is accountable for managing risk within the Bank’s risk appetite and for following applicable policies and procedures. It leads Commercial and Business Banking research and escalated client-interaction teams, supports efficient and effective operations, and promotes quality, first-contact resolution, efficiency, and risk reduction. The position also works with line-of-business leaders, communicates root-cause trends, supports audits and regulatory examinations, and recommends resources and process improvements.

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 role is eligible for an incentive compensation plan in addition to base salary. Fifth Third describes its benefits programs as supporting employees’ physical, financial, emotional, and social well-being; details are available on the company’s careers benefits page or through a talent acquisition partner.

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.
• 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 CSC, 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 foster teamwork, customer service, staff development, achievement, and process improvement.
• Build and maintain 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 needed to accommodate volume increases from mergers, acquisitions, centralization, and new business, and assist with implementing improvements.
• Assume additional responsibilities and lead special projects as assigned.
• Provide employees with timely, candid, constructive performance feedback; develop employees and succession strength; provide career-growth opportunities; and recognize and reward accomplishments.
• Follow Bank policies and procedures, elevate concerns, manage risks, and act in ways that support positive customer experiences.

Benefits

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

What This Job Offers

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