Fifth Third Bank Commercial Servicing Liaison. in CINCINNATI, Ohio

JOB DESCRIPTION:

Fifth Third Bank is one of the top-performing banks in the country, with a heritage that spans more than 150 years. We've staked our claim on looking at things differently to making banking a Fifth Third Better. This applies to our relationships with customers and employees alike.

We employ about 18,000 people, and what we offer is:

# A chance for employees to build their future, with supportive career development and financial wellness programs.

# An environment where we win together. We celebrate achievement and work collaboratively. We're also a three-time Gallup Great Workplace honoree.

# An invitation to impact lives in a positive and lasting way. Everything we do is geared toward improving lives. That's fun and exciting.

It comes down to the fact that Fifth Third is a warm and caring place to with which to grow # as a customer or as a team member.

Central Operations is the home of over 2,300 employees who handle Fifth Third Bank's back-office functions and Contact Center services for nearly six million customers. Our goal is to operate as an efficient, behind-the-scenes machine to allow Fifth Third Bank transactions to be seamlessly executed for our affiliates and customers.

GENERAL FUNCTION: Primary contact for issue resolution and escalated issues from commercial line of business, internal customers and external customers. Responsible for research and resolution of all escalated customer issues. Responsible for point of contact issue resolution for other commercial loan operations departments.

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 research and resolution of any escalated issues from the Customer Service Call (CSC Center)

  • Point of contact for Relationship Managers, Portfolio Managers, and Credit Managers to research, educate, and correct errors on commercial loans.

  • Considered the subject matter expert for Commercial Loans being able to answer questions pertaining to functions across all commercial operations and line of business departments.

  • Responsible for the research, follow up and preparation of documentation on the resolution of all research.

  • Responsible for the communication of the resolution of issues to the Internal and or External Customer.

  • Responsible for the balancing and application of interest and curtailment payments. Must communicate with the external customer to resolve any questions.

  • Responsible for the monitoring and research of any items on various daily reports/systems used by the department.

  • Responsible for assisting other members of the department and other departments within commercial loan operations with research, production and/or servicing issues, giving guidance on what reports or systems to use to find the resolve issues.

  • Ensure accurate processing of complex transactions on multi million dollar loans with potential for high level customer and Bank impact.

  • Prepare and provide payoff quotes to borrowers as requested, including the calculation of prepayment penalties using the percentage of loan balance and yield maintenance or yield maintenance.

  • Performs research needed to resolve client problems in a timely manner.

  • Works closely with other members of the department to ensure exceptional client support is being provided to the client base.

  • Involved in system testing of new systems/enhancements, upgrade releases.

  • Monitor Exception reports for aged items, out of service level items and Affiliate follow up items.

  • Responsible for special projects assigned by management.

  • Responsible for escalating any system or process issues identified as potential process or system enhancements.

SUPERVISORY RESPONSIBILITIES: None.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

  • Associates Degree or equivalent work experience.

  • Minimum of 4 years commercial banking or financial industry experience.

  • Strong customer service skills.

  • Demonstrated professional interpersonal, written and verbal communication skills.

  • Knowledge of the various commercial loan systems; AFS, Raft, Vector, ACE, Filenet, Mobius, Fifth Third Direct, etc preferred.

  • Strong analytical skills.

  • Strong verbal and written communication skills.

  • Ability to work independently and meet deadlines with a low margin of error.

Fifth Third Bank 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.