Systems Support Specialist

Fifth Third Bank, N.A.; Cincinnati (OH); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is looking for a dedicated individual to enhance customer experiences in banking. This role involves resolving technical issues related to mortgage origination systems and providing exceptional support to users. You will collaborate with IT and management to ensure seamless operations while continuously learning about mortgage systems. If you possess strong communication skills and a knack for problem-solving, this opportunity offers a chance to grow in a supportive environment that values inclusivity and teamwork.

Qualifications

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

Responsibilities

• Answer inquiries via phone and email, diagnosing hardware and software problems.
• Act as a liaison between users and IT, ensuring issue resolution.

Skills

Customer Support

Analytical Skills

Problem-Solving

Communication Skills

Attention to Detail

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

Risk Responsibility:

Responsible for risk by sharing ideas, raising concerns, and following policies. Always do the right thing for customers and colleagues, ensuring actions promote a positive customer experience. Identify, assess, manage, monitor, and report risks within the bank's risk appetite to achieve results.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Answer inquiries via phone and email professionally, diagnosing hardware, software, and operational problems, and instructing users accordingly.
2. Act as a liaison between users and IT, ensuring issue resolution and maintaining communication.
3. Work extensively with end users, management, IT, and occasionally Data Processing to resolve or escalate mortgage system issues.
4. Perform triage of calls, exercise judgment in resolving or escalating issues based on system knowledge.
5. Use resources and knowledge to troubleshoot and test reported issues, escalating complex problems appropriately.
6. Maintain accurate records, call logs, and complete defect reports following departmental procedures.
7. Assess and perform mortgage change requests, including setup/changes for vendors, branches, and insurance companies.
8. Continuously learn about 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 communication skills, both verbal and written.
• Strong analytical, attention to detail, and problem-solving skills.
• Good leadership, initiative, and interpersonal skills.
• Ability to work independently and in a team.
• Excellent customer service skills.
• Basic knowledge of computer hardware/software and Microsoft products.
• Basic mortgage knowledge preferred but not required.

Location: Cincinnati, Ohio 45227

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