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GENERAL FUNCTION:

Handles complex customer interactions (email, phone, etc.), providing outstanding customer service with minimal supervision. Is knowledgeable in all Commercial products, including products of high complexity. Is considered an expert in the servicing and support of multiple product such as Fifth Third Direct, Multi-card, the Healthcare Suite, Remote Currency Manager, or Lockbox. Is heavily involved in ongoing product development and servicing changes by regularly interacting with IT and Product Management teams. May be called to aid in complex implementation or dedicated support for larger clients. Provides coaching to other team members on products. By using job knowledge and the information available, makes every effort to answer the customer's question/solve the problem.

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.

DUTIES & RESPONSIBILITIES:

• Fulfills incoming requests from Commercial Customers and Relationship Officers for all Commercial Products.
• Prepares and provides supporting documentation for completed research requests.
• Handles Premier Plus, Premier and Core client interactions. Serving as the main point of contact for this segment of clients that may require additional research for resolution and are more technical in nature.
• Performs duties with majority of time spent on customer requests that include: researching complex issues, assisting with complex setups, and handling escalated requests.
• Assists the Leadership team through Subject Matter Expertise to create strategies to better assist our Commercial Clients and partnerships with other areas of the bank.
• Partners with multiple groups in Operations to continuously review partnered requests to find areas of improvement on both sides by reviewing request tasks, emails, meetings, phone calls, and reports.
• Conducts analysis on workflow activities to find room for improvement within the department, our Operations partners and offshore partnership alongside the Offshore Relationship Manager.
• Assists Business Analysts with meetings and research of specific trends with other departments or service request trends within the department.
• Reports back to leadership in regards to product issues with Operation partners and provides feedback on improvements made.
• Analyzes queued requests for errors, and areas of improvement in logging requests from all teams to further training opportunities.
• Offshore partner contact for Large Corporate Issues, escalated items, training opportunities and workflow assignments.
• Assists with training classes, training documentation, and training opportunities for the trainers.
• Available for escalated issue assistance for Commercial clients, Relationship Officers and Operations partners.
• Offers assistance in fulfilling requests within all areas of the department.
• Point of contact between service professionals and Operations partners.
• Other duties or projects as assigned.

SUPERVISORY RESPONSIBILITIES:

None.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• High school diploma or its equivalent required.
• Three (3) years of banking, financial services, or related experience, typically gained through roles within the Customer Support Center or Treasury Management Implementations.
• Extensive knowledge of Product Lead skills preferred.
• Strong verbal and written communications skills.
• Advanced PC skills preferred.
• Detail oriented.
• Analytical skills.
• Fast paced environment.
• Ability to multi-task in a fast paced environment.
• Strong organizational skills.

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. In addition to the base salary, this role is eligible to participate in an incentive compensation plan, with any such payment based upon company, line of business and/or individual performance.

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.