Customer Solutions Operations Leader (Loss Claims) at Fifth Third Bank

Grand Rapids, Michigan, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Banking, Financial ServicesIndustries

Requirements

High school diploma required
Bachelor's degree preferred
Minimum 3 years supervisory/lead experience required
Minimum 3 years experience in collections, customer service, operations, or equivalent
General knowledge of collection laws, regulations, principles of credit lending, and risk management
Excellent verbal and written communication skills
Strong experience with Microsoft office products, such as Word, Excel, PowerPoint

Responsibilities

Provides leadership to assigned department to meet or exceed customer service and productivity goals
Resolves issues and processes functions in a customer-centric manner
Responsible for centralized administration of Customer Solution-wide programs, communications, and reporting related to Associate Recruiting, Hiring, Training, Policy and Procedures, Coaching & Employee Engagement, and Enterprise Initiatives
Accountable for risk by exchanging ideas, elevating concerns, and following policies and procedures
Ensures actions and behaviors drive a positive customer experience
Identifies, assesses, manages, monitors, and reports risks of all types
Responsible for department leadership with oversight of cross-functional team
Evaluates employee performance and provides coaching and guidance
Plans, assigns, and monitors workflow to maintain efficiency and effectiveness
Acts as subject matter expert in collaborating with risk partners and external auditors
Responsible for oversight of issues management to close process gaps
Supports third-party vendors to manage workflow and ensure compliance
Champions change management of strategic initiative implementation
Continually reviews department and bank processes and identifies risk exposure
Resolves escalated customer or service issues
Identifies staff training and development needs
Prepares annual performance reviews and recommends salary increases and promotions
Performs personnel tasks such as exception time reporting and monthly performance reviews
Provides employees with timely, candid, and constructive performance feedback
Develops employees to their fullest potential and provides challenging opportunities
Develops the appropriate talent pool to ensure adequate bench strength and succession planning
Recognizes and rewards employees for accomplishments
Administers all human resource policies and procedures
Ensures training issues are identified and remedial steps are implemented
Manages the hiring/selection process
Performs any other duties as assigned

Skills

Key technologies and capabilities for this role

LeadershipTeam ManagementPerformance EvaluationCoachingWorkflow ManagementRisk ManagementComplianceIssues ManagementChange ManagementProcess ImprovementVendor ManagementEmployee EngagementRecruitingTrainingPolicy AdministrationReporting

Questions & Answers

Common questions about this position

What is the salary range for this position?

This information is not specified in the job description.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What skills or experience are required for this role?

The role requires leadership and oversight of cross-functional teams, expertise in risk management and compliance, change management for strategic initiatives, and strong customer service resolution skills.

What is the company culture like at Fifth Third Bank?

The culture emphasizes doing the right thing for customers and colleagues, driving positive customer experiences, openly exchanging ideas, elevating concerns, and following policies while managing risks.

What makes a strong candidate for this Customer Solutions Operations Leader role?

Strong candidates have proven leadership experience with cross-functional teams, expertise as a subject matter expert in risk and compliance, and a track record in employee coaching, performance management, and driving process improvements.

Fifth Third Bank

Provides banking, loans, and wealth management services

About Fifth Third Bank

Fifth Third Bank offers a variety of financial services, including personal and business banking, loans, mortgages, credit lines, and insurance products. Their services cater to individual consumers, small businesses, and commercial clients, providing comprehensive solutions for managing finances. The bank generates revenue through interest on loans, service fees, and commissions from insurance and investment products. Unlike many competitors, Fifth Third Bank emphasizes community engagement and financial education, providing resources to help clients improve their financial literacy. The goal of Fifth Third Bank is to support clients in achieving their financial objectives while fostering a strong connection with the communities they serve.

Cincinnati, OhioHeadquarters

1858Year Founded

IPOCompany Stage

Social Impact, Financial ServicesIndustries

10,001+Employees

Benefits

Health Insurance

Paid Sick Leave

Paid Holidays

Performance Bonus

Flexible Work Hours

Risks

Rising interest rates may decrease demand for loans and mortgages.

Competition from fintechs like Robinhood threatens Fifth Third's wealth management sector.

Sophisticated cybersecurity threats pose risks to customer data and trust.

Differentiation

Fifth Third Bank offers comprehensive financial solutions for individuals and businesses.

The bank emphasizes community engagement and financial education for client empowerment.

It provides a wide range of insurance products, including life, health, and disability.

Upsides

Increased demand for digital banking boosts Fifth Third Bank's online service offerings.

Partnerships with fintech enhance technological capabilities and customer experience.

Growing interest in sustainable finance attracts environmentally conscious customers.

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