Customer Solutions Team Lead: CX Coach & Mentor

Fifth Third Bank; Grand Rapids (MI); On-site; USD 60,000 - 80,000; Full time

Job summary

Fifth Third Bank in Grand Rapids, MI seeks a Customer Solutions Support Team Lead to guide staff, ensure quality audits, and support leadership in delivering excellent customer experiences. The role emphasizes risk awareness, policy compliance, and staff development.

The position requires leadership experience, strong communication, and the ability to work with senior leadership while meeting tight timelines. Competitive benefits and a comprehensive rewards program accompany the role.

Qualifications

• High School diploma required; college degree preferred.
• Minimum of 2 years in Collections or Customer Experience.
• Strong experience with Microsoft Office products (Word, Excel, PowerPoint, Outlook).
• Proficient with computer systems and data entry with good speed and accuracy.
• Excellent oral and written communication skills.

Responsibilities

• Provide support to leadership for the team as requested.
• Assist in training, coaching, and development of staff and ensure understanding of procedures and responsibilities.
• Perform and update daily/monthly audits as outlined in procedures.
• Participate in departmental strategy discussions with leadership.
• Ensure compliance with bank policies, regulatory guidelines and investor standards.

Skills

Leadership

Communication

Teamwork

Attention to detail

Independent work

Time management

Data entry

Customer service

Education

High School diploma

College degree preferred

Tools

Microsoft Office

Outlook

Data systems

Job description

Fifth Third Bank in Grand Rapids, MI seeks a Customer Solutions Support Team Lead to guide staff, ensure quality audits, and support leadership in delivering excellent customer experiences. The role emphasizes risk awareness, policy compliance, and staff development.

The position requires leadership experience, strong communication, and the ability to work with senior leadership while meeting tight timelines. Competitive benefits and a comprehensive rewards program accompany the role.