Customer Solutions Ops Leader (Recovery Collections) 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 collections, customer service, operations, or equivalent experience required
Excellent verbal and written communication skills
Strong experience with Microsoft office products, such as Word, Excel, PowerPoint and Outlook
Proven leadership skills, initiative, a detail orientation, strong analytical skills

Responsibilities

Provides leadership to assigned department to meet or exceed customer service and productivity goals
Oversees cross-functional team of nonexempt/exempt staff and contract employees, including evaluating performance, coaching, and guidance
Plans, assigns, and monitors workflow to ensure efficiency, effectiveness, and compliance with technical and regulatory requirements
Acts as subject matter expert collaborating with risk partners and external auditors; oversees issues management, process gap closure, and account remediation
Supports third-party vendors to manage workflow and ensure compliance with quality, SLAs, and SOW
Champions change management for strategic initiative implementation
Reviews department and bank processes, procedures, and policies; identifies risk exposure to the Bancorp and customers
Resolves escalated customer or service issues to provide best-in-class service
Identifies staff training and development needs for exempt and nonexempt teammates
Prepares annual performance reviews impartially, recommending salary increases and promotions
Performs personnel tasks such as exception time reporting and monthly performance reviews
Provides timely, candid, and constructive performance feedback to employees
Develops employees to their fullest potential, provides career growth opportunities, ensures bench strength and succession planning
Recognizes and rewards employees for accomplishments
Administers human resource policies and procedures fairly and consistently
Manages hiring/selection process, making recommendations to senior leadership
Performs any other duties as assigned

Skills

Leadership

Team Management

Performance Coaching

Workflow Management

Risk Management

Compliance

Issues Management

Change Management

Process Improvement

Vendor Management

Employee Engagement

Recruiting

Training

Policy Administration

Reporting

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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