Customer Solutions Change Management Coordinator

Fifth Third Bank • Cincinnati, OH

23h • Onsite

About The Position

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: Work in active partnership with the Customer Solutions Leadership Team to deliver new hire training to new employees to the bank and provide additional training as training needs are identified by department leaders. Create actionable deliverables for the five change management levers: communications plan, sponsor roadmap, coaching plan, training plan, and resistance management plan. Acts as subject matter expert in assigned department, to enhance the competencies of individual employees by designing and conducting training programs that will boost employee’s workplace performance in alliance with our core values. Responsible for creating and delivering the curriculum via in-person and virtual training, while also partnering with leadership in employee development and the coordination of writing and delivery of policies and procedures. 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.

Requirements

• High school diploma or equivalent.
• Strong facilitation and/or presentation skills
• Minimum 2 years previous experience in Learning and Development or Education, or Customer service or Collection experience required.
• Impressive oral, interpersonal, and written communication skills, including editing and proofreading skills
• Solid understanding and proven application of adult learning principals
• Ability to translate complex problems and concepts in training
• Effectively coaches up, down, and across base to intermediate organizational levels
• Proven leadership experience and aptitude
• Must be able to work independently with minimal supervision to achieve goals and meet demanding timelines.
• Basic mathematical and analytical skills.
• 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.

Responsibilities

• Build, develop, administer, assess, and facilitate department specific new hire training, refresher courses, new initiatives, high risk, procedure and process updates for all employees. Creating consistent execution and a training environment that is tailored to stimulate learning and skill development. Including reporting on effectiveness of education and overall results to Senior Leadership.
• Coaching to address identified performance concerns or opportunities.
• Develop a training schedule based on business needs with ability to adapt to changing environment.
• Deliver training that supports the Customer Solutions teams, and provides customer satisfaction, while actively seeking evidence of audience engagement and comprehension, providing coaching in the moment as necessary. This includes but not limited to, new hire onboarding surveys and skill-set assessments to identify gaps in training, etc.
• Plays critical role in process improvement initiatives to create and deliver new procedures to Department.
• Champions in change management exercises with staff and oversee any new training related to new organizational system, process, and policy/procedural changes while meeting SLA.
• Often acts as interim Supervisor managing the day-to-day workflow of employees
• Subject matter expert for LOB security role access, will act as point of contact for any access issues or new roles that would be created.
• Serve as a subject matter expert across the Customer Solutions department for the complete line of products. Solicit feedback and partner with subject matter experts throughout the Bank.
• Ensures that bank policies and procedures and training documents adhere to change management process for regulatory guidelines and investor standards are followed.
• Stay current with changes in but not limited to; FDCPA, FactAct, UDAAP, Reg Z, TCPA, FCRA and SCRA guidelines
• Continuously increase knowledge and skills through self-motivation, formal education, seminars and in-house training.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees