CSC Research, Resolution & Supp Mgr

Overview

Provides leadership to the Commercial Support Center Research, Resolution, and Specialized Support teams, ensuring departmental production goals, project and daily outputs are 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.

Acts as the primary line‑of‑business contact for Specialized Support functions in the CSC.

• 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.
• Serves as initial contact for escalated Commercial customer research and resolution requests, handling highly complex customer or operational issues and providing follow‑up to the 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 they are designed to meet customer needs and 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.
• Establishes and fosters working relationships with LOB managers to ensure a successful collaborative relationship is maintained regarding timely issue resolution.
• Maintains, develops and enhances department metrics and SLAs.
• Ensures consistent and timely reporting of root‑cause trends are communicated to the Lines of Business, Risk, Compliance and Senior Management.
• Participates in audit and regulatory examinations, providing reporting on product and servicing complaints on an ad‑hoc basis.
• Provides evaluations and recommendations of resources needed to accommodate increases in volume due to mergers, acquisitions, centralization and new business, and assists in implementing these improvements.
• Assumes additional responsibilities and leads special projects as assigned.

Responsible for providing employees timely, candid and constructive performance feedback; developing employees to their fullest potential and providing 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.

• Bachelor’s degree or equivalent work experience.
• Previous experience in Customer Service, Complaint Resolution or a related function.
• Previous proven leadership/supervisory experience.
• Must demonstrate the ability to communicate with impact to Central Operations and LOB management 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 able to evaluate and solve problems from multiple perspectives.
• Possess an understanding of risk and its potential impact on the Bancorp.

• Normal office environment with little exposure to dust, noise, temperature and the like.
• Extended viewing of CRT screen.

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, this role is eligible to participate in an incentive compensation plan.

Cincinnati, Ohio 45227

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.