Resolution Specialist M-F 8am-5pm

Fifth Third Bank•Grand Rapids, MI

34d

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: The Resolution Specialist performs a variety of high-profile tasks under moderate supervision from the Customer Solutions Leadership. Multiple products are considered, and multiple systems are utilized. Responsibilities include follow-up on issues with internal LOBs and customers to ensure issue SLAs are met within guidelines set by regulatory agencies and 5/3 senior leadership. The Specialist ensures that departmental, legal, and regulatory guidelines are met. 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. At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day. The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location. Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being. You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner.

Requirements

High school diploma, College degree preferred but not required.
Minimum two-year customer service or collection experience, or equivalent banking experience in a business-related function.
Knowledgeable of banking regulations and how they apply to problem resolution.
Working knowledge of banking products, policies, systems, and operating procedures.
Proficientâ¯oral,â¯written,â¯and intrapersonalâ¯communication skills
Excellentâ¯conflict management skills
Proficient with computer systems and keyboardingâ¯/â¯data entry skills with moderate speed and accuracy
Strong experience with Microsoft office products, such as Word, Excel, PowerPoint, and Outlook
Ability to Manage multiple tasks, shifting priorities and work well under pressure.

Responsibilities

Acts as a customer advocate to Resolve complex issues that require multi-product and Regulatory knowledge of general banking as well as customer solutions specific processes.
Utilizes customer service and customer solutions knowledge skill sets that cover the spectrum of the LOB.
Facilitates account resolution with internal and external stakeholders by utilizing all bank systems to facilitate comprehensive reviews.
Documents the problem resolution process for each account assigned to their workflow.
Identifies trends negatively impacting customer experience and Reports them to the proper channels for analysis.
Assess and process Cease & Desist requests from clients and determine appropriate handling.
Assess and process Attorney Representation/Power of Attorney notification to ensure compliance with FDCPA guidelines and state law.
Ensures completion of all projects and/or additional assignments assigned to them.

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