Job Description
Make banking a Fifth Third better®
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GENERAL FUNCTION: In conjunction with management, analyzes and evaluates assigned departments' and associated vendors' performance to ensure regulatory compliance. Assumes responsibility and accountability for developing and maintaining accurate and detailed reports. Acts as subject matter expert by supporting management in prioritizing work to ensure proper coverage of business functions. Assists in facilitating workflow, monitoring productivity, and ensuring compliance with federal and Bancorp policies and procedures in the departments. Works closely with management to ensure that all business and customer needs are being met in a timely manner..
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 & RESPONSIBILITIES:
Assists in managing and monitoring team productivity, quality, capacity and providing feedback to management by leveraging various tools such as workforce planning software
Collaborate with business partners and leadership to provide insight into training opportunities and make recommendations for department wide improvements and product/service enhancements
Actively participates in the up-training of staff, ensuring staff has a full understanding of departmental and Bank procedures as well as individual job responsibilities, goals and performance standards
Able to influence and indirectly lead team members
Maintains a position of trust and responsibility by keeping all customer and employee business confidential
Review, negotiate and recommend action on accounts to resolve pending repossession activity
Proactively identifies potential issues and makes recommendations to execute solutions in order to mitigate risk
Proactively solicits feedback from partners to better understand task improvements and performance
Responsible for developing and maintaining appropriate business relationships with internal and external customers
Identifies and implements work efficiencies through process improvement techniques to reduce costs, defects/errors, rework, etc.
Acts as line of business representative in technological up-grades, performs system testing, provides feedback to IT personnel regarding system functionality, and establishes business requirements for projects.
Performs any other duties as assigned.
SUPERVISORY RESPONSIBILITIES: None
KNOWLEDGE & SKILLS REQUIRED:
High school diploma or equivalent.
Strong facilitation and/or presentation skills
Minimum 1-3 years previous experience in customer service or Collections required.
Impressive oral, interpersonal and written communication skills, including editing and proofreading skills
Strong detail orientation and ability to handle multiple tasks, shifting priorities and work well under pressure
Demonstrated initiative
Proven leadership experience and aptitude
Time management and organizational skills
Basic mathematical and analytical skills.
Strong computer aptitude.
WORKING CONDITIONS:
Normal office environment with little exposure to dust, extreme temperatures, and the like.
Noise level is moderate to high.
Extended viewing of CRT screen.
Repetitive keystroke movements.
Specialty Collections Support Specialist
LOCATION -- Grand Rapids, Michigan 49546
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.
Locations
GRAND RAPIDS-United States of America
