Systems Support Specialist

Fifth Third Bank; Cincinnati (OH); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player in banking seeks a dedicated support specialist to enhance customer experiences. This role involves resolving technical issues related to mortgage origination systems, acting as a vital link between users and IT. You'll utilize your analytical skills to troubleshoot and escalate complex problems while maintaining detailed records. Join a team committed to excellence in customer service and risk management, where your contributions will directly impact the success of the organization. If you have a passion for helping others and a knack for problem-solving, this opportunity is perfect for you.

Qualifications

• 2+ years of customer support or call center experience preferred.
• Strong analytical and problem-solving skills with attention to detail.

Responsibilities

• Respond to user inquiries regarding system issues via phone and email.
• Collaborate with IT and end users to resolve mortgage systems problems.

Skills

Customer Support

Analytical Skills

Problem-Solving

Communication Skills

Multitasking

Education

High School Diploma

Associate's Degree

Tools

Microsoft Products

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:

This position involves taking incoming calls from Correspondent, Retail, and Direct Mortgage employees, providing resolutions to technical issues related to mortgage origination systems. It also includes interfacing with vendors and IT staff to resolve complex customer issues related to booking new mortgage loans.

Risk and Customer Focus:

Responsible and accountable for risk management by sharing ideas, raising concerns, and adhering to policies and procedures. Committed to doing the right thing for customers and colleagues, ensuring positive customer experiences, and managing risks effectively within the bank’s risk appetite.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Respond promptly to user inquiries via phone and email regarding system issues, diagnosing hardware, software, and operator problems, and instructing users on equipment and software use.
2. Act as a liaison between users and IT, ensuring issue resolution through ongoing communication and updates.
3. Collaborate extensively with end users, management, IT, and occasionally Data Processing, to resolve or escalate Mortgage Systems problems.
4. Perform triage on incoming calls, exercise judgment in resolving or escalating issues based on system knowledge.
5. Utilize resources and knowledge to troubleshoot and test reported issues, escalating complex problems to senior staff or IT as needed.
6. Maintain accurate records, procedures, and logs for reporting, and properly document issues following departmental policies.
7. Assess and process mortgage change requests, including setup and changes for vendors, branches, and insurance companies.
8. Continuously develop knowledge of mortgage systems, products, and processes.
9. Participate in team projects, lead assigned initiatives, and mentor junior staff.
10. Perform additional responsibilities as assigned.

SUPERVISORY RESPONSIBILITIES:

None.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES:

• High school diploma or equivalent required; associate's degree preferred.
• At least 2 years of customer support or call center experience preferred; technology industry experience a plus.
• Ability to multitask and meet deadlines.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills with attention to detail.
• Leadership, initiative, and interpersonal skills.
• Ability to work independently and in a team.
• Excellent customer service skills.
• Basic understanding of computer hardware/software and Microsoft products.
• Mortgage knowledge is preferred but not required.

Location: Cincinnati, Ohio 45227

Fifth Third Bank is committed to an inclusive culture and equal employment opportunity for all applicants and employees, regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status, or other protected status.