Fifth Third Bank Credit Center Helpline Specialist in GRAND RAPIDS, Michigan
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.
The Consumer Bank works together as one unit to coordinate the delivery of deposit products, mortgages, auto loans, home equity loans, credit cards, and other consumer products. Whether in need of a mortgage or a new car, our customers know we offer a sol ution to help them achieve their goals.
Support the complex operational and procedural needs of the Retail Banking division in regards to Consumer Lending, responding to incoming inquiries via telephone, email and other sources. Partner with internal departments toescalateandresolve issues and problems. Quickly and efficiently promotes excellence in employee and customer experience.
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.
DUTIES & RESPONSIBILITIES:
. Support the retail business partners in connection with consumer loan applications processed in the consumer credit centers.
. Maintain an in-depth, expert knowledge of all equity, non-equity lending and bankcard products and services as they relate to procedures, increased efficiencies and policies
. Respond to the most complex questions and issues from banking centers regarding products, systems and/or operational procedures in the banking center.
. Work independently to research and resolve issues or answer questions that often involve interpretation of bank policies and procedures.
. Responsible for completing call tracking and support documentation as required
. Apply Customer Experience principles (CARES) to each interaction ensuring a pleasant experience for our Financial Center Representatives.
. Act as a Trusted Advisor, proactively educating our Bankers with each interaction.
. Consistently meet all quality, handle time, and aux/adherence standards.
. Mentor and train less experienced Consumer Specialists
. Assist with training and on boarding of new Credit Center Specialists
. Appropriately reference the resources available to our Bankers.
. Escalate appropriate issues to management when dictated by volume and severity.
. Instruct end users in the use of software, reference materials and procedures.
. Work with various internal departments on solving banking center and customer problems.
. Serve as Consumer Lending Representative in the review of updates to existing procedure and newly developed procedures.
. Support Consumer Lending on departmental projects.
. Accurately input issues into CIT so that issues can be routed appropriately, worked, tracked and resolved.
. Identify and communicate differences in regards to Regional Credit Center Operations
. Work with both credit centers to ensure consistencies and similar customer experience
. Understand loan policies and underwriting procedures to be able to explain cash flows, debt to incomes, and loan decisions to bankers
. Be able to review applications and income documents to have discussions around potential loan offers (No loan authority and no commitments can be made)
. Understand and analyze financial documents such as W2s, 1099s, paystubs, tax returns (personal and business) and others.
. Understand and explain loan documentation
. Respond to general inquiry emails in shared email box
. Provide all services above to Fifth Third customers calling into the credit center
. Perform any other duties as assigned.
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 Associates Degree required, Bachelors degree preferred
. Two years minimum experience as a Consumer, Credit, Collections or Retail Banking Center Employee preferred
. Four years serving in a customer service capacity preferred.
. Extensive and in-depth knowledge of consumer, retail and loan policies, procedures and products.
. Demonstrated ability to resolve complex operational issues.
. Excellent and verbal and written communication skills.
. Strong PC knowledge, Internet/Intranet experience, and a strong knowledge of the internal banking center systems, such as Microsoft Office, ALPS, ACAPS, ACE, TSYS etc.
. Ability to handle multiple tasks and work well under pressure.