Customer Solutions Support Team Lead

Fifth Third; Grand Rapids (MI); On-site; USD 65,000 - 90,000; Full time

Job summary

Fifth Third Bank in Grand Rapids, MI is seeking a Customer Solutions Support Team Lead to oversee frontline staff, drive service excellence, and uphold risk controls. The role requires leadership experience, strong communication, and a collaborative approach to coaching, auditing, and process improvement across daily operations.

You will partner with leadership to meet customer needs while ensuring compliance and efficient team performance.

Qualifications

• High School diploma required; college degree preferred.
• Minimum of 2 years of experience in Collections or Customer Experience.
• Proficient with Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Strong written and verbal communication.
• Ability to work in a team environment and independently.

Responsibilities

• Support leadership for the team as requested.
• Train and develop staff on procedures and goals.
• Perform and update daily/monthly audits.
• Participate in departmental strategy discussions.
• Ensure policies and regulatory guidelines are followed and escalates updates as needed.
• Flag potential issues and propose solutions.
• Assist with vendor management support.

Skills

Leadership

Customer service

Communication

Organization

Education

High School diploma

College degree preferred

Tools

Microsoft Office

Data entry

CRM systems

Job description

Make banking a Fifth Third better We connect great people to great opportunities. 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.

DUTIES & 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
• Ensures that bank policies and procedures, regulatory guidelines and investor standards are followed and escalates updates to leadership accordingly to meet the needs of the customer and the Bank
• 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

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• High School diploma required and college degree preferred
• Minimum of 2 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.

Customer Solutions Support Team Lead 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

Grand Rapids, Michigan 49546

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.

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.