CSC Research, Resolution & Supp Mgr

Position: CSC Research, Resolution & Supp Mgr I
## CSC Research, Resolution & Supp Mgr IApplylocations:
Cincinnati, OHtime type:
Full time posted on:
Posted Todaytime left to apply:
End Date:
August 1, 2026 (14 days left to apply) job requisition :
R70706
** Make banking a Fifth Third better
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GENERAL FUNCTION:
Provides leadership to the Commercial Support Center Research, Resolutionand Specialized Support teams ensuring departmental production goals, project and daily outputsare met. Serves as an internal expert on problem resolution best practices, providing guidance and direction to appropriate functional areas and lines of business to improve the overall customer experience. Handles highly complex customer or service issues and provides follow up to customers, internal departments, and senior management.

Serve as primary LOB contact for Specialized Support functions in the CSC.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:

* Sets strategic direction and manages assignments of CSC Service Professionals to ensure efficient and effective management of the Research, Resolution and Specialized Support teams, focusing on quality, first contact resolution, optimizing efficiency and minimizing risk.
* Serve as initial contact for any escalated Commercial customer research and resolution request sin addition to handling highly complex customer or operational issues and provides follow-up to Commercial Support Center, customers and senior management.
* Manages all Commercial and Business Banking research and escalated client interaction teams.
* Continually reviews department and Bancorp processes, procedures and policies to ensure theyare designed to meet customer needs. Makes recommendations for improvements.
* Works with managers and supervisors to provide a work environment that promotes teamwork,customer service, staff development, achievement, and process improvement.
* Establish and foster working relationships with LOB managers to ensure a successfulcollaborative relationship is maintained in regards to timely issue resolution.
* Maintain, develop and enhance department metrics and SLA's.
* Ensures consistent and timely reporting of root cause trends are communicated to the Lines of Business, Risk, Compliance and Senior Management.
* Participate in Audit and Regulatory examinations, providing reporting on product and servicingcomplaints on an ad hoc basis.
* Provides evaluations and recommendations of resources needed to accommodate increases involume due to mergers, acquisitions, centralization and new business. Assists in implementingthese improvements.
* Assume additional responsibilities and lead special projects as assigned.
* ther duties or projects as assigned.

SUPERVISORY RESPONSIBILITIES:

Responsible for providing employees timely, candid and constructive performance feedback; developing employees to their fullest potential and providechallenging opportunities that enhance employee career growth; developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewardingemployees for accomplishments.

MINIMUM KNOWLEDGE &

SKILLS REQUIRED:

* Bachelor's degree or equivalent work experience.
* Previous experience in Customer Service, Complaint Resolution or related function.
* Previous proven leadership/supervisory experience.
* Must demonstrate the ability to communicate with impact to Central Operations and LOBmanagement level positions as well as build positive relationships with all Divisions of the Bancorp.
* Excellent verbal and written communication skills.
* Superior analytical and problem resolution skills required. Must be…