Fifth Third Bank COD Exceptions Specialist II. in CINCINNATI, Ohio

Fifth Third Bank is one of the top-performing banks in the country, with a heritage that spans more than 150 years. As The curious bank, we've staked our claim on looking at things differently, at being better listeners and at showing more commitment. This applies to our relationships with customers and employees alike.

We employ about 19,000 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 two-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.

SCHEDULE: M-F 12:00 PM to 5:

00 pm

GENERAL FUNCTION:

Provides support for intermediate functions of COD Processing and COD exception system functions. Support varies from receipt, prep, matching check images to data files, determining if checks meet secured funds requirements, approvingdispositions of checks. Conducts research and analysis for basic and complex production issues within C.O.D. Processing department and problem resolution for client escalated issues. Provide assistance as needed in training of new hires.

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 & RESPONSIBILITIES:

  • Follows documented procedures to determine relationship of check images to COD client information for shipper, center, driver and consignee.

  • Matches checks to COD client file information based on established business rules.

  • Performs complex matching of check images to COD client information for shipper, center, driver and consignee for prior day unmatched records.

  • Execute necessary monetary adjustments to internal COD accounts and submits for approval.

  • Reviews check images to determine secured funds status based on established business rules.

  • Approves monetary adjustments to internal COD accounts.

  • Escalate issues with resolving COD transactions to the team lead or supervisor to ensure that it is resolved timely or reassigned as necessary.

  • Assist team members and management in resolving more complex or escalated issues timely to ensure a high level of customer service.

  • Assist management with special projects as assigned providing necessary reports/updates of progression.

SECONDARY DUTIES AND RESPONSIBILITIES:

  • Investigates routine and complex customer inquiries/concerns and independently researches and resolves problems.

  • Prepares shipper statement packages for mailing.

  • Receiving and logging of incoming COD deliveries.

  • Preparation of C.O.D. envelopes for extraction.

  • Assists with on the job training for new hires.

  • Other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

None.

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.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

  • High school diploma or equivalent required.

  • Ability to work overtime as required.

  • Basic math skills.

  • Customer focus.

  • Strong verbal and written communication skills.

  • Ability to multi task.

  • Problem solving.

  • Familiarity of basic PC functions, specifically Microsoft Windows, Word and Excel.

  • Organized with attention to detail.

  • Ability to meet quality standards in a production environment.

  • Two (2) or more years of experience in a production environment preferred.