Strategic CSC Research & Resolution Leader I

Fifth Third; Cincinnati (OH); Vor Ort; USD 65.000 - 95.000; Vollzeit

Zusammenfassung

Fifth Third Bank in Cincinnati is seeking a Senior Supervisor to lead the Commercial Support Center's Research, Resolution and Specialized Support teams. You will guide complex issue resolution, drive first contact resolution, and partner with senior management to enhance the customer experience.

The role requires a Bachelor's degree or equivalent, proven leadership, and strong analytical abilities. You will oversee risk management practices and ensure adherence to bank policies while promoting

Qualifikationen

• Bachelor's degree or equivalent work experience.
• Proven leadership and supervisory experience.
• Strong analytical and problem resolution skills.
• Excellent written and verbal communication.
• Understanding of risk and its impact on the Bancorp.

Aufgaben

• Sets strategic direction and manages CSC Service Professionals to ensure efficient and effective management of the Research, Resolution and Specialized Support teams, focusing on quality, first contact resolution, optimizing efficiency and minimizing risk.
• Handle escalated Commercial customer research and resolution requests and follow up with customers and senior management.
• Manage all Commercial and Business Banking research and escalated client interaction teams.
• Review department processes to ensure they meet customer needs and implement improvements.
• Establish and foster relationships with LOB managers to ensure timely issue resolution.
• Maintain department metrics and SLA reporting and communicate root cause trends to stakeholders.
• Participate in Audit and Regulatory examinations and provide reporting on product and servicing complaints.

Kenntnisse

Leadership

Communication

Problem solving

Risk awareness

Customer service

Ausbildung

Bachelor's degree or equivalent

Jobbeschreibung

Fifth Third Bank in Cincinnati is seeking a Senior Supervisor to lead the Commercial Support Center's Research, Resolution and Specialized Support teams. You will guide complex issue resolution, drive first contact resolution, and partner with senior management to enhance the customer experience.

The role requires a Bachelor's degree or equivalent, proven leadership, and strong analytical abilities. You will oversee risk management practices and ensure adherence to bank policies while promoting