Depositor Services Operations Team Lead

Fifth Third; Cincinnati, Northern (OH, KY); Hybrid; USD 70,000 - 110,000; Full time

Job summary

Depositor Services Operations Team Lead at Fifth Third Bank in Cincinnati, OH leads the Adjustments, Recon and Processing, Fulfillment and CD/IRA teams to meet daily, weekly, and monthly goals.

The role requires SME-level knowledge, training coordination, and risk-aware problem solving to resolve escalations while maintaining customer service excellence.

Expect strong systems skills (Raft, ACE, Mobius, Document Direct) and solid communication across teams and regulators as needed.

Qualifications

• Bachelor's degree or equivalent work experience required.
• Minimum 4 years of banking day 2 operations experience.
• Strong verbal and written communication skills.
• Proficiency with bank operating systems and MS Office.

Responsibilities

• Manage productivity and workflow to achieve daily, weekly and monthly production goals.
• Reconcile internal accounts, resolve outages, provide systems training, and maintain procedures.
• Coach staff and support performance appraisals and disciplinary actions.
• Develop and maintain procedural manuals and quality metrics; handle escalated issues.

Skills

Banking operations

People leadership

Customer service

Communication

Process improvement

Education

Bachelor's degree or equivalent work experience

Tools

Raft

ACE

Mobius

Document Direct

Image Archive

Frontier

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:

Assists with the coordination of daily operations of the Adjustments, Recon and Processing, Fulfillment and CD/IRA Teams. Performs duties as the subject matter expert for assigned area(s) by performing procedure reviews, quality control, and job shadowing employees performing tasks. Assists with the training and cross training of the Adjustment, Recon and Processing, Fulfillment and CD/IRA Teams. Assists in the timely resolution of escalated issues. Ensures team is achieving the production expectations set by management. Interacts with other financial institutions, Federal Reserve Bank, IRS and other required Regulatory agencies. Routinely reviews processes to ensure processing policies and procedures are followed. Completes quality review of phone calls and responds to escalated issues. 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:

Manages productivity and workflow for the Adjustments team, Recon and Processing team, Fulfillment and CD/IRA team to achieve daily, weekly and monthly production goals set by management Reconciles internal accounts, resolves outages, provides systems training to team members, assisting in developing and maintaining procedural manuals, maintains reports supporting performance and quality metrics, and handles the timely resolutions of escalated internal and external customer issues. Analyzes adjustment cases that exceed the 60 days standard to determine reassignment to proper stages, i.e., collections and charge off, so to minimize potential loss to the bank. Expert in multiple complex systems to ensure timely completion of all tasks to include end of day activities. Performs quality checks of departmental work by auditing cases worked, reporting errors to management each week and coaching employees on the proper resolution of quality issue trends. Coaches team members to ensure assigned tasks are worked within department's turnaround time and to support individual development in operational areas Assists manager by providing recommendations with regards to specific performance appraisals, promotions and disciplinary actions of employees Performs other duties as assigned

SUPERVISORY RESPONSIBILITIES:

Exercises leadership as well as technical supervision of assigned employees. Provides assistance in assigning, monitoring, and reviewing the progress and accuracy of work. Provide operational and system coaching to assigned employees being a player coach. Provide feedback to management regarding the performance of the team. Participate in the delivery of the employee engagement action plan.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

Bachelor's degree or equivalent work experience Minimum 4 years of banking day 2 operations experience. Customer service focused; Previous call center experience for CD/IRA primary lead soft skills required. Strong verbal and written communication skills. Strong knowledge of systems within Operations. Strong organizational skills, ability to multitask. Strong customer service and employee interaction skills Strong working knowledge preferred of bank operating systems, Raft, ACE, Mobius, Document Direct, Image Archive, Frontier, knowledge of IRS Regulations and the Retirement Reporting System. Excellent computer skills including proficiency in Excel, PowerPoint, Word, and Access.

WORKING CONDITIONS:

Normal office environment Extending viewing of computer screens and Intense/Concentrated phone, email, and/or Internet activity Fast paced environment Ability to stand for long periods of time Ability to lift 25 pounds

Depositor Services Operations 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 your 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

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.

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.