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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

• Minimum 3 years collections, customer service, operations, or equivalent experience required

• 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.

• General knowledge of collection laws, regulations, principles of credit lending, and risk management.

• Established ability to work independently and problem solve.

• Ability to pivot based on business need.

#LI-EG1

Sr. Customer Solutions Ops Leader (Bankruptcy and Probate)

LOCATION -- Grand Rapids, Michigan 49546

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.