Quality Specialist - Mortgage Support

Fifth Third Bank•Cincinnati, OH

3d•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: Responsible for independently conducting Quality Programs, including representative call monitoring, interaction with multiple levels of operational management, and initiating process improvement for the supported departments. Specialist will shift time and priority as needed between Consumer Contact Center, Disputes Resolution, Office of the President, Customer Care Team and/or Escalations monitoring. From reviews completed, specialist is responsible for reporting results to line of business management at the individual, team and department level to improve complaint management process and overall customer experiences. 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

Minimum of 5 years of contact center or customer service experience required
High school diploma or equivalent required
Must be analytical and possess ability to interpret and apply policies and regulations across a complex business.
Superior verbal and written communication skills
Strong detail orientation and ability to handle multiple tasks, shifting priorities and work well under pressure
Strong presentation skills and the ability to present data to all levels of the organization
Proven commitment to high levels of customer service
Must be self-motivated and have an ability to work with minimal supervision.
Proficiency with Microsoft Office tools, especially Excel –reformat, manipulate and work with data in variety of formats and systems
Ability to lead peers and line of business management through detailed trend analysis

Nice To Haves

Bachelor's degree or equivalent experience preferred
Leadership experience strongly preferred.
Coaching skills preferred

Responsibilities

Complete quality evaluations for the Consumer Contact Center, Disputes Resolution Department, Office of the President, Escalations, and Customer Care departments
Act as a change agent, driving our direction to customer excellence through coaching, feedback and Quality audits.
Maintain in depth working knowledge of industry regulatory topics and procedures with specific focus on CFPB, Regulations Z/E and all related updates
Exercise appropriate judgment in escalating problems of a more complex nature to upper level management for resolution.
Comprehensively review any complaint/CIT data as required by management
Review online complaint management records to ensure adherence to established guidelines and procedures, including identification of proper escalation practices
Review and analyze audio recordings of calls related to complaints to ensure accurate interpretation of details in CIT
Complete all necessary skill certifications pertaining to new and changing regulations.
Collaborate with business partners and leadership to provide insight into training opportunities and make recommendations for department wide improvements and product/service enhancements
Lead calibration sessions with multiple levels of line of business management
Lead calibration sessions with offshore service provider to ensure consistency
Partner with Contact Center management to create specific action plans that address improvement opportunities for individuals and across the call center.
Identifies and recommends changes to enhance the effectiveness of quality assurance strategies.
Act as secondary review to decision outcome of quality audits disputed by line of business
Liaison between offshore service provider and line of business in all communication and updates
Perform regular oversight of offshore service provider to ensure equal level of quality is provided
Validate key Case Management Tool categories to ensure accurate categorization of details and proper identification of bank errors
Prepare and maintain reporting to identify performance trends for multiple levels of management
Assist in the creation of scorecards, exception and other metric reporting as needed to monitor performance standards for quality and productivity.
Work directly, with minimal to no supervision, with members of management and associated teams to prevent errors.
Maintain, update and create as needed quality processes and procedure documents.