CSC Research & Resolution Leader I

Fifth Third Bank; Cincinnati (OH); On-site; USD 70,000 - 110,000; Full time

Job summary

Fifth Third Bank in Cincinnati, OH is seeking a leader to guide the Commercial Support Center Research, Resolution and Specialized Support teams, ensuring production goals and high-quality customer experiences. You will serve as the internal expert on problem resolution, supervise complex issues, and collaborate with Lines of Business to improve processes while managing risk.

This role offers exposure to audits, strategic projects, and opportunities to develop talent within a diverse banking

Qualifications

• Bachelor's degree or equivalent work experience.
• Experience in Customer Service, Complaint Resolution or related function.
• Proven leadership and supervisory experience.
• Ability to communicate with impact to Central Operations and LOB management level positions and build positive relationships across Divisions.

Responsibilities

• Set strategic direction and manage CSC Service Professionals to ensure quality and efficiency.
• Serve as initial contact for escalated Commercial customer research and resolution requests with follow-up to customers and senior management.
• Lead all Commercial and Business Banking research and client interactions.
• Review processes to meet customer needs and suggest improvements.
• Develop talent and foster teamwork, staff development, achievement and process improvement.
• Maintain relationships with LOB managers for timely issue resolution.
• Maintain department metrics and SLA reporting and communicate root-cause trends to Risk, Compliance and Senior Management.
• Support audits and regulatory examinations with reporting on product and servicing complaints.

Skills

Customer service leadership

Communication skills

Analytical/problem solving

Risk management understanding

Supervisory experience

Education

Bachelor's degree or equivalent

Job description

Fifth Third Bank in Cincinnati, OH is seeking a leader to guide the Commercial Support Center Research, Resolution and Specialized Support teams, ensuring production goals and high-quality customer experiences. You will serve as the internal expert on problem resolution, supervise complex issues, and collaborate with Lines of Business to improve processes while managing risk.

This role offers exposure to audits, strategic projects, and opportunities to develop talent within a diverse banking