Resolution Specialist M-F 8am-5pm at Fifth Third Bank

Grand Rapids, Michigan, United States

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Banking, Financial ServicesIndustries

Requirements

High school diploma, College degree preferred but not required
Minimum two-year customer service or collection experience, or equivalent banking experience in a business-related function
Knowledgeable of banking regulations and how they apply to problem resolution
Working knowledge of banking products, policies, systems, and operating procedures
Proficient oral, written, and intrapersonal communication skills
Excellent conflict management skills
Proficient with computer systems and keyboarding/data entry skills with moderate speed and accuracy
Strong experience with Microsoft office products, such as Word, Excel, PowerPoint, and Outlook
Ability to manage multiple tasks, shifting priorities and work well under pressure

Responsibilities

Acts as a customer advocate to resolve complex issues that require multi-product and Regulatory knowledge of general banking as well as customer solutions specific processes
Utilizes customer service and customer solutions knowledge skill sets that cover the spectrum of the LOB
Facilitates account resolution with internal and external stakeholders by utilizing all bank systems to facilitate comprehensive reviews
Documents the problem resolution process for each account assigned to their workflow
Identifies trends negatively impacting customer experience and reports them to the proper channels for analysis
Assess and process Cease & Desist requests from clients and determine appropriate handling
Assess and process Attorney Representation/Power of Attorney notification to ensure compliance with FDCPA guidelines and state law
Ensures completion of all projects and/or additional assignments assigned to them
Follow-up on issues with internal LOBs and customers to ensure issue SLAs are met within guidelines set by regulatory agencies and 5/3 senior leadership
Ensures that departmental, legal, and regulatory guidelines are met
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

Skills

Key technologies and capabilities for this role

Customer ServiceRegulatory ComplianceBanking SystemsIssue ResolutionAccount ManagementRisk ManagementDocumentationTrend AnalysisCease & Desist ProcessingPower of Attorney

Questions & Answers

Common questions about this position

What is the work schedule for the Resolution Specialist role?

The position is Monday through Friday from 8am to 5pm.

What salary or compensation does this role offer?

This information is not specified in the job description.

What skills and experience are required for this position?

Required qualifications include a high school diploma (college degree preferred), minimum two years of customer service or collection experience or equivalent banking experience, knowledge of banking regulations, proficient communication and conflict management skills, proficiency with computer systems and Microsoft Office products, and ability to manage multiple tasks under pressure.

What is the company culture like at Fifth Third Bank?

The culture emphasizes connecting great people to great opportunities, acting as a customer advocate, always doing the right thing for customers and colleagues, driving positive customer experiences, and managing risks within the bank's risk appetite.

What makes a strong candidate for the Resolution Specialist role?

Strong candidates will have at least two years of customer service, collections, or banking experience, knowledge of banking regulations and products, excellent communication and conflict resolution skills, proficiency in Microsoft Office, and the ability to handle multiple tasks under pressure.

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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