Customer Solutions Operations Leader (Loss Claims)

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GENERAL FUNCTION: Provides leadership to assigned department so overall departmental customer service and productivity goals are met or exceeded. Focuses on resolving issues, and processing functions in a customer centric manner. Responsible for centralized administration of Customer Solution-wide programs, communications, and reporting primarily related to: Associate Recruiting, Hiring, Training, Policy and Procedures, Coaching & Employee Engagement and Enterprise Initiatives.

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:

• Responsible for department leadership with oversight of cross functional team of nonexempt/exempt staff and contract employees. Evaluate employee performance and provides coaching and guidance monthly.

• Plans, assigns, and monitors the workflow to maintain optimum efficiency and effectiveness and compliance with all technical and regulatory requirements.

• Acts as subject matter expert in collaborating with risk partners and external auditors. Responsible for oversight of issues management to close process gaps and remediate accounts as necessary.

• Supports third party vendors to manage workflow and ensure full compliance with quality, SLAs, and SOW as applicable.

• Champions change management of strategic initiative implementation.

• Continually reviews department and bank processes, procedures, and policies and inspects processes and identifies risk exposure to the Bancorp and customers.

• Resolves escalated customer or service issues to provide best in class service expectations.

• Identifies staff training and development needs for exempt and nonexempt teammates.

• Prepares annual performance reviews in an honest and impartial manner recommending salary increases and promotions as appropriate.

• Performs any other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

• Exercises leadership as well as technical supervision of the assigned employee group through:

• Performs personnel tasks for the team such as exception time reporting and monthly performance reviews.

• Prepares annual performance reviews in an honest and impartial manner recommending salary increases and promotions as appropriate.

• Responsible for providing employees timely, candid, and constructive performance feedback.

• Identifies staff training and development needs for exempt and non-exempt teammates.

• 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.

• Administers all human resource policies and procedures in a fair and consistent manner.

• Ensures training issues are identified and remedial steps implemented to ensure staff is adequately trained.

• Manages the hiring/selection process, making recommendations to senior leadership for candidates.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• High school diploma required. Bachelor's degree preferred.

• Minimum 3 year supervisory/lead experience required and 3 years collections, customer service, operations, or equivalent experience required

• 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 and Outlook.

• Proven leadership skills, initiative, a detail orientation, strong analytical skills, and decisive decision-making skills.

• Verified ability to work in a team environment, presenting a professional image and commanding the respect of staff, peers, and senior management.

• Demonstrated thorough knowledge of loan collection policies, procedures, and activities.

• Established ability to work independently and problem solve.

• Ability to pivot based on business need.

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At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.

The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location. In addition to the base salary, this role is eligible to participate in an incentive compensation plan, with any such payment based upon company, line of business and/or individual performance.

Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being.You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner.

Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting. Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third. Any unsolicited resumes - no matter how they are submitted - will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.

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.