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GENERAL FUNCTION:

Second level of escalated support for both the Contact Center and Consumer Bank. Handles complex customer interactions and provides outstanding customer service by answering customer's questions and ensuring complete issue resolution. Responsible for minimizing reputational and financial risk to the Bancorp as it relates to assigned complaints, while focusing on customer experience and retention. Works independently to manage the workflow of assigned consumer complaints through final resolution and complaint closure through the Case Management Tool (CMT).

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.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Handles and resolves time-sensitive complaints/service requests including regulatory agencies from all channels including Consumer Contact Center, Mortgage Collections, and Consumer (Retail Branch).
• Knowledgeable in all consumer product (DDA, Credit Card, Mortgage, Installment Loan, Etc.) and in all servicing systems of varying complexity.
• Maintain a Subject Matter Expert (SME) level of knowledge of all Bancorp products and services as they relate to operational procedures and how they are used in problem resolution.
• Communicates with management any trends identified in complaint handling, including identification and escalation of high risk scenarios and systemic issues.  Additionally, owns identified issues as applicable until they are resolved.
• Interacts with the Line of Business Compliance Officers and Attorneys, as applicable,  to ensure the Bank’s Response is completed in accordance with Federal, State and Bancorp policies.
• Responsible for the complete and accurate research and resolution of assigned  consumer complaints/issues within established SLAs.
• Handles and resolves time-sensitive non- Regulatory and Regulatory (i.e. CFBP) complaints/service requests with utmost professionalism, sensitivity, and timeliness.
• Communicates issue resolution directly with the customer and ensures loop closure with internal partners, as applicable.
• Reviews all assigned work for potential regulatory and reputational risk.
• Collaborates with Lines of Business partners to improve complaint resolution processes and turnaround times.
• Partners with the Lines of Business to stay abreast of their processes and the potential impact they have on issue resolution.
• Completes proper complaint case documentation and closure as defined by Bancorp complaint management standards.
• Monitor complaint system dashboards and reporting to ensure that items are appropriately being worked to ensure adherence to SLAs, and escalates proactively to management as necessary when SLAs are at risk.
• Perform any other duties as assigned.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• High school education or equivalent.
• Minimum of 3 to 4 years of experience in a line of business related function or customer service.
• Demonstrated risk identification aptitude.
• 1 year experience on a Bancorp Resolution team, or equivalent experience.
• Advanced knowledge of Bank products, procedures, operating systems and State and Federal Regulations as they pertain to problem resolution.
• Strong analytical skills with a demonstrated ability to resolve complex consumer account problems.
• Excellent and verbal and written communication skills.
• Advanced computer knowledge of Microsoft Office Products.
• Ability to work efficiently and independently with a low margin of error.
• Ability to handle multiple tasks, handles shifting priorities, and work well under pressure.

Bancorp Resolution Specialist II

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. 

LOCATION -- Farmington Hills, Michigan 48331-3552

Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting.  Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third.  Any unsolicited resumes – no matter how they are submitted – will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.