Practice Support Specialist I

Fifth Third Bank

5d • Remote

About The Position

Under minimal supervision, this position handles complex customer interactions (email, phone, etc.), providing outstanding customer service by answering customer's questions and solving the problem by using job knowledge and the information available. Acts as the Subject Matter Expert (SME) fully utilizing knowledge of complex Commercial, TM and Business Banking products to the servicing of products such as Fifth Third Direct, ACH/Wire, EDM, Lockbox and others. Assists in the management of system issues experienced by clients by using mainframe, software applications, and CRM / IRIS systems. This includes the management and timely escalation of events that result from hardware, software, communication, and process errors. Expectation to own customer issues from beginning to end, with responsibility for final communication of resolution to internal or external customer. 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.
• Three (3) years of banking, financial services, or related experience, typically gained through time in Client Services Representative roles within a Commercial Support Center.
• Strong verbal and written communications skills.
• Basic PC skills.
• Detail oriented.
• Analytical skills.
• Ability to multi-task in a fast-paced environment.
• Strong organizational skills.

Nice To Haves

• Extensive knowledge of remittance processing preferred.

Responsibilities

• Fulfills incoming service requests through email, and phone calls from Healthcare Banking Specialist, Practice Support Specialists, Treasury Management Officers, and Professional Practice Clients for numerous products and services. Owns issues from beginning to end, with responsibility for providing status updates and final resolution of issue to the requester or directly to the client.
• Works closely with Healthcare Banking Specialists, Practice Support Specialists, Treasury Management Officers, Professional Practice Clients, and other internal business partners to provide outstanding customer service and experience to all customers on requests that are more technical in nature.
• Proactively connects directly with clients either by phone or email to help resolve any service-related issues, and more advanced technical needs. Examples would include solving issues surrounding, EDM, Fifth Third Direct, Implementations, Biller Direct, ACH, Wire, among others. This would consist of helping to facilitate the client onboarding experience and helping existing clients resolve any of these issues.
• Prepares and provides supporting documentation for completed research requests.
• Performs duties with majority of time spent on customer service requests that include researching complex issues, assisting with complex setups, and handling escalated requests.
• Documents all service-related issues timely, and appropriately in CRM.
• Writes correspondence via emails following defined company standards and guidelines.
• Investigates complex complaints utilizing internal and external customer relationship and extensive product knowledge to resolve customer complaints.
• Correctly identify core customer issue or nature of complaint based on feedback from customers and Commercial service support members and work toward resolution.
• Communicate with management any trends 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 and individual productivity goals.
• Interacts effectively with multiple teams within the Healthcare Banking Vertical, Treasury Management, Central Operations and Payment Operations organizations.
• Other duties as assigned.

Benefits

• Comprehensive benefits and differentiated compensation offerings
• Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.
• Extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED