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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, noise, temperature, and the like
• Extended viewing of CRT screen
• Some operational areas require tolerance to noise produced by processing machinery
• Must be able to lift 30lb 
• Flexible working hours

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 our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner. 

Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting.  Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third.  Any unsolicited resumes – no matter how they are submitted – will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.

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.