Commercial Support Client Specialist - CPS/MVS

Fifth Third; United States; On-site; USD 42,000 - 65,000; Full time

Job summary

Fifth Third Bank in Cincinnati, OH seeks a Commercial Support Client Specialist to handle complex customer inquiries and deliver outstanding service across Corporate Banking products. You’ll own issues end-to-end, coordinate with internal partners, and escalate as needed while maintaining risk controls.

You will work in a fast-paced environment, utilizing CRM, Remedy, and mainframe tools to resolve tasks efficiently, with a focus on accuracy and customer satisfaction.

Qualifications

• High school diploma or equivalent.
• Three (3) years of banking, financial services, or customer service experience.
• Extensive knowledge of remittance processing preferred.
• 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.

Responsibilities

• Fulfils incoming service requests and phone calls for various clients and products, owning issues from start to finish.
• Works with external clients and internal partners to ensure outstanding service and experience.
• Prepares supporting documentation for research requests and maintains CRM queues and reports.
• Investigates complex complaints and resolves issues using product knowledge and internal resources.
• Communicates trends and updates to management and escalates as needed.
• Maintains files and documentation; supports department standards and productivity goals.

Skills

Customer service

Verbal communication

Written communication

Analytical skills

Multi-tasking

Detail oriented

Time management

Education

High school diploma or equivalent

Tools

CRM

Remedy

Mainframe

Microsoft Office

Job description

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.

TITLE:

#LI-MW1 Commercial Support Client Specialist - CPS/MVS

GENERAL FUNCTION:

Under minimal supervision, 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. Act as the Subject Matter Expert (SME) fully utilizing knowledge of complex Commercial, TM and Business Banking products to the servicing of particular product such as Fifth Third Direct, Commercial Card, ACH/Wire, Cash Vault, EDM, RDC, Lockbox and others. Assist in the management of the system issues experienced by clients by using mainframe, software applications, CRM, and Remedy trouble ticketing system. 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. Position not available for immigration sponsorship. Department hours are 8 am - 8 pm, M-F.

DUTIES & RESPONSIBILITIES:

Fulfills incoming service request and phone calls from Business Banking, Treasury Management and Commercial Clients, Client Advisors, Commercial Banking Associates and Relationship Officers 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. Works closely with external clients, Client Advisors, Commercial Banking Advisors and other internal business partners to provide outstanding customer service and experience to all Commercial, Treasury Management and Business Banking customers on requests that are more technical in nature. 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. Monitors the CRM Service Request queues and supporting reports to quickly assume ownership of an escalation and take the necessary action to resolve the issue or request. 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 Commercial, Treasury Management and Business Banking, Central Operations and Payment Operations organizations. Other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

None.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• High school diploma or equivalent.
• Three (3) years of banking, financial services, or customer service experience.
• Extensive knowledge of remittance processing preferred.
• 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.

COMPENSATION AND BENEFITS:

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:

Cincinnati, Ohio 45227

RECRUITING NOTICE:

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.

EEO STATEMENT:

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.

Introduce yourself to our team to stay connected on future opportunities. We look forward to finding the right place for you. Are you ready to take the next step? Fifth Third is a bank that’s as long on innovation as it is on history. Since 1858, we’ve been helping individuals, families, businesses and communities grow through smart financial services that improve lives. With a commitment to taking care of our customers, employees, communities and shareholders, our goal is not only to be the nation’s highest performing regional bank, but to be the bank people most value and trust.