Systems Support Specialist at Fifth Third Bank

Cincinnati, Ohio, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Banking, Mortgage, Financial ServicesIndustries

Requirements

High school diploma or equivalent required. Associates degree in related field preferred
A minimum of 2 years of customer support, call center, or contact center experience preferred. Previous technology related industry experience preferred
Deadline and task-driven with ability to multitask
Excellent verbal and written communication skills
Strong analytical, attention to detail, and problem solving skills
Good leadership, initiative, and interpersonal skills
Ability to work independently, as well as in a team environment
Excellent customer service skills
Basic knowledge of computer hardware/software concepts and a working knowledge of Microsoft products
Basic Mortgage knowledge preferred but not required

Responsibilities

Answer users' inquiries via telephone and email in a professional and courteous manner concerning system problems within appropriate timeframes
Diagnose system hardware, software, and operator problems and instruct end users in the use of equipment, software, and/or reference materials
Serve as a liaison between the user and Information Technology ensuring issue resolution by intervening on user's behalf and maintaining ongoing communications and updates between parties
Interface extensively with end users, management, Information Technology, and occasionally Data Processing in the resolution or escalation of desktop related and Mortgage Systems problems
Perform triage of incoming calls and exercise appropriate judgment in resolving, transferring, and recommending remedial actions to correct problems based on knowledge of system operation
Using available resources, system knowledge, and business and IT partners, troubleshoot and test issues or defects reported and exercise appropriate judgment in escalating problems of a more complex nature to more senior staff and/or Information Technology
Maintain accurate records, procedures, and call logs for department and management reporting. Properly complete the appropriate defect reports, tickets, or forms used for customer reported issues adhering to departmental policies and procedures
Accurately assess and perform mortgage change requests, and setup/changes to vendor, branch, and insurance companies
Continually learn and develop knowledge of Mortgage systems, products, and processes
Participate in team projects and engagement initiatives, act as a team leader for assigned projects, and mentor and train more junior employees
Assumes additional responsibilities as assigned
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

Mortgage Origination Systems

Technical Support

Troubleshooting

Customer Service

IT Liaison

System Diagnosis

Hardware Support

Software Support

Triage

Escalation

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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