Item Processing Lead M-F 8am-4:30pm

Fifth Third Bank; Cincinnati (OH); On-site; USD 60,000 - 85,000; Full time

Job summary

Fifth Third Bank in Cincinnati seeks an experienced professional to coordinate and supervise daily Item Processing operations. You will serve as the subject matter expert for assigned areas, drive quality control, and guide training and cross-training across functions including Work Receipt, Batch Prep, Sorter Capture, Reject Repair, IQA, Deposit Review, and Transaction Balancing.

Holders of a Bachelor's degree or equivalent work experience with at least 4 years in banking operations will thrive

Qualifications

• Bachelor's degree or equivalent work experience
• Minimum 4 years of banking operations experience
• Strong written and verbal communication skills
• Ability to work in a team environment
• Detail-oriented with ability to meet deadlines
• Proficient in bank operating systems
• Excellent computer skills including Excel, PowerPoint, Word, and Access

Responsibilities

• Plan and monitor the day-to-day workflow of the Item Processing Department; assist in maintaining the department flow.
• Ensure production and quality standards are met while maintaining optimum efficiency.
• Ensure deadlines are met.
• Be the subject matter expert in multiple complex systems for end-of-day activities.
• Recommend and implement cost efficiencies; review procedures for quality and productivity.
• Assist in evaluating resources needed to handle volume increases due to mergers or new business.
• Maintain daily/weekly/monthly reporting of department activity.
• Serve as departmental resource for questions and problem solving with staff and external customers.
• Perform quality checks and report errors; coach staff on resolving quality trends.
• Provide daily communication to the Item Processing Manager.
• Oversee training and development of Item Processing Specialists.
• Provide performance feedback and assist with appraisals and disciplinary actions.
• Assist with projects and audits; update procedures as needed.
• Troubleshoot issues in Item Processing and escalate complex problems.
• Ensure escalation of customer service issues and operational concerns.
• Operate and troubleshoot image, print, and insertion machines.

Skills

Communication skills

Teamwork

Self-motivated

Analytical thinking

Detail-oriented

Multitasking

Customer service

Banking operations knowledge

Bank operating systems

Education

Bachelor's degree or equivalent work experience

Tools

Excel

PowerPoint

Word

Access

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.

GENERAL FUNCTION

Assists with the coordination of daily operations of the Item Processing Team. 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 with all Item Processing functions (Work Receipt, Batch Prep, Sorter Capture, Reject Repair, IQA, Deposit Review and Transaction Balancing). Assists in the timely resolution of escalated issues. Ensures team is achieving the production expectations set by management. Routinely reviews processes to ensure processing policies and procedures are followed. Completes quality review of Item Processing transactional activity and communicates results to Item Processing Operations Management. Maintains communications with senior level Item Processing Operations Management through verbal and written reports.

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 AND RESPONSIBILITIES

• Plans, assigns, and monitors the day to day workflow of the Item Processing Department/assist in maintaining the department flow for processing. Works with Manager to ensure that department is sufficiently staffed.
• Ensures that production and quality standards are met, while maintaining optimum efficiency.
• Ensures that deadlines are met.
• Expert in multiple complex systems to ensure timely completion of all tasks to include end of day activities.
• Works with Manager in recommending/implementing cost efficiencies.
• Reviews Item Processing departmental procedures and makes recommendations to improve quality and productivity.
• Assists in the evaluation and recommendation of resources needed to accommodate increases in volume due to mergers, acquisitions, centralization, and new business.
• Maintains daily/weekly/monthly reporting of Item Processing department activity.
• Serve as departmental resource for ongoing questions and problem solving with employees and external customers.
• Performs quality checks of departmental work, reporting errors to management each week and assists manager in coaching employees on the proper resolution of quality issue trends.
• Provide daily communication to Item Processing Manager.
• Oversees the training and development of Item Processing Specialists.
• Provides performance feedback to Staff as set by work type and process.
• Assists manager by providing recommendations with regards to specific performance appraisals, promotions, and disciplinary actions of employees.
• Assists with projects as assigned by Manager.
• Provide requested information to department Manager regarding Audits and Self Assessments.
• Assists Management in updating of departmental procedures.
• Troubleshoots issues and problems within Item Processing, refer complex problems to Management.
• Ensures appropriate escalation of customer service issues, operational, or employee concerns.
• Operate and troubleshoot machinery (image machines, print machines, and insertion machines)
• Any 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.
• Coaches team members to ensure assigned tasks are worked within department's turnaround time and to support individual development in operational areas.

MINIMUM KNOWLEDGE & SKILLS REQUIRED

• Bachelor's degree or equivalent work experience
• Minimum 4 years of banking operations experience
• Strong written/verbal communication skills
• Demonstrated ability to work in a team environment
• Self-motivated
• Must demonstrate strong analytical and logical reasoning skills for problem solving
• Work requires continual attention to detail in establishing priorities and meeting deadlines
• Strong knowledge of systems within Operations
• Strong organizational skills, and ability to multitask
• Strong customer service and employee interaction skills
• Strong working knowledge preferred of bank operating systems.
• Excellent computer skills including proficiency in Excel, PowerPoint, Word, and Access

WORKING CONDITIONS

• Normal Office environment with little exposure to dust, nois