Senior Customer Solutions Support Team Lead

Fifth Third Bank • Grand Rapids, MI

1d

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: Acts as subject matter expert in assigned department, ensures that reporting standards are met and maintained. Responsible for prioritizing work and delegating tasks to ensure proper coverage of functions. Oversees the productivity of the unit and reports to supervisor/manager any issues regarding the work assigned. Works closely with the supervisor to ensure that all business and customer needs are being met in a timely manner. Responsible for training and developing employees with regard to staff functions and processes. 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 required and college degree preferred
• Minimum of 3 years of experience in Collections or Customer Experience
• 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.
• Excellent oral and written communication skills.
• Ability to communicate effectively with staff level, senior leadership, attorneys and other industry professionals.
• Understanding of collections practices, policies and procedures.
• Excellent customer service skills with both external and internal customers.
• Strong organizational skills and attention to detail.
• Must be able to work in a team environment and interact with employees and all levels of the organizations with solution based thinking.
• Must be able to work independently with minimal supervision to achieve goals and meet demanding timelines.
• Proven leadership experience and aptitude
• Continuously increase knowledge and skills through self-motivation, formal education, seminars and in-house training.
• Need to have flexibility in scheduling.

Responsibilities

• Provides support to leadership for team as requested
• Supports leadership in the additional training, coaching, and development of staff while ensuring staff has a full understanding of departmental and Bank procedures as well as individual job responsibilities, goals and performance standards
• Perform and update all daily/monthly audits as outlined in procedures
• Actively participates in departmental strategy discussions with leadership
• Flag potential issues and recommend solutions
• Handles escalated calls when necessary in a professional manner
• Assists in building processes to deliver ultimate customer satisfaction and mitigate risk
• Assist with vendor management support
• Ensures that bank policies and procedures, regulatory guidelines and investor standards are followed and initiates updates accordingly to meet the needs of the customer and the Bank
• Train, mentor, and coach peers while functioning as a departmental subject matter expert
• Assists in managing and monitoring team productivity, quality, capacity and providing feedback to management.

What This Job Offers

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