CSC Research, Resolution & Support Mgr I

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GENERAL FUNCTION: Provides leadership to the Commercial Support Center Research, Resolution

and Specialized Support teams ensuring departmental production goals, project and daily outputs

are met. Serves as an internal expert on problem resolution best practices, providing guidance and

direction to appropriate functional areas and lines of business to improve the overall customer

experience. Handles highly complex customer or service issues and provides follow up to

customers, internal departments, and senior management. Serve as primary LOB contact for

Specialized Support functions in the CSC.

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:

• Sets strategic direction and manages assignments of CSC Service Professionals

• to ensure efficient and effective management of the Research, Resolution and Specialized Support

• teams, focusing on quality, first contact resolution, optimizing efficiency and minimizing risk.

• Serve as initial contact for any escalated Commercial customer research and resolution requests

• in addition to handling highly complex customer or operational issues and provides follow-up to

• Commercial Support Center, customers and senior management.

• Manages all Commercial and Business Banking research and escalated client interaction teams.

• Continually reviews department and Bancorp processes, procedures and policies to ensure they

• are designed to meet customer needs. Makes recommendations for improvements.

• Works with managers and supervisors to provide a work environment that promotes teamwork,

• customer service, staff development, achievement, and process improvement.

• Establish and foster working relationships with LOB managers to ensure a successful

• collaborative relationship is maintained in regards to timely issue resolution.

• Maintain, develop and enhance department metrics and SLA's.

• Ensures consistent and timely reporting of root cause trends are communicated to the Lines of

• Business, Risk, Compliance and Senior Management.

• Participate in Audit and Regulatory examinations, providing reporting on product and servicing

• complaints on an ad hoc basis.

• Provides evaluations and recommendations of resources needed to accommodate increases in

• volume due to mergers, acquisitions, centralization and new business. Assists in implementing

• these improvements.

• Assume additional responsibilities and lead special projects as assigned.

• ther duties or projects as assigned.

SUPERVISORY RESPONSIBILITIES: Responsible for providing employees timely, candid and

constructive performance feedback; developing employees to their fullest potential and provide

challenging opportunities that enhance employee career growth; developing the appropriate talent

pool to ensure adequate bench strength and succession planning; recognizing and rewarding

employees for accomplishments.

MINIMUM KNOWLEDGE & SKILLS REQUIRED:

• Bachelor's degree or equivalent work experience.

• Previous experience in Customer Service, Complaint Resolution or related function.

• Previous proven leadership/supervisory experience.

• Must demonstrate the ability to communicate with impact to Central Operations and LOB

• management level positions as well as build positive relationships with all Divisions of the

• Bancorp.

• Excellent verbal and written communication skills.

• Superior analytical and problem resolution skills required. Must be able to evaluate and solve

• problems from multiple perspectives.

• Possess an understanding of risk and its potential impact on the Bancorp.

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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.