Commercial Servicing Customer Care Mgr (Great Lakes Campus)

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Commercial Servicing Customer Care Mgr (Great Lakes Campus)

manager · Retail & Commercial Banking

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GENERAL FUNCTION: Manages and directs exempt and non-exempt teams through the daily servicing of commercial loans and leases. Servicing functions include but are not limited to: advances, payments, adjustments, internal and external customer support, payoff quotes, escrow, participations, SBA, leasing, balancing, and wire initiation. The commercial portfolio consists of over 87,000 loans and lines of credit with over $96 billion in assets.   Commercial loan products include business banking, middle market, large corporate, private banking, construction, real estate, participations and syndications, asset securitizations, SBA, and workout loans.  The manager will collaborate with Relationship Managers, Portfolio Managers, Fulfillment Managers, Credit Managers, Finance Managers, and Accounting Managers to provide a superior customer experience for commercial loan and lease customers and to monitor commercial loan processes and procedures to ensure compliance with the Bancorp risk and policy.

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:

• Leads and manages the commercial loan servicing staff responsible for payments, advances, adjustments including both financial and non-financial transactions, and any other maintenance/adjustments required to support the commercial loan portfolios throughout the Bancorp.

• Maintain policies and procedures to ensure that all servicing functions are executed in accordance with Bank policies.

• Lead and manages customer care servicing staff responsible for resolving internal customer questions with the line of business and operations as well as a third level support for external customers escalated through the Commercial Service Center including operating as a life line support for the Commercial Service Center.

• Ensure that all cash transactions are cleared through GL and wire accounts within established SLA’s. Research and resolution escalation point for the reconciliations team.

• Approve wire transactions and internal fund transfers via ACE within the guidelines of the Bancorp Authority Review System.

• Review/audit processing functions on a consistent basis making recommendations to improve quality and productivity.

• Create weekly plans via Active Operations Management and be able to present performance, trends, and challenges based on plan verses actual results.

• Collaborate with commercial lenders and customers on a daily basis with the intent of maintaining strong working relationships with internal partners providing value added service.

• Collaborate with Information Technology Officers for the purpose of improving existing processes and procedures so that they are more efficient and with the intent of driving down the per-unit cost of doing business including automation.

• Meet with Internal Audit and Compliance on a regular basis to ensure that existing policies and procedures provide adequate controls to mitigate potential risks.

• Review the more complex servicing requests and provide direction to the clerical staff as to correct processing of such.

• Continually reviews department and Bank processes, procedures and policies to insure they are designed to meet customer needs. Makes recommendations for improvements within the department.

• Maintain the necessary management reporting tools to accurately measure and report timeliness and quality of service levels, production and error statistics.

• Plans, assigns and monitors the workflow within the servicing staff, maintaining optimum efficiency and cost effectiveness while ensuring that quality and production standards are both met and maintained.

• Manage to goals related to expense reduction, revenue generation and turnover.

SUPERVISORY RESPONSIBILITIES:

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.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Bachelor’s degree, preferably in Business, Finance, or related field, or equivalent experience.

• Minimum of five years in managing, supervising and leading employees.

• Minimum of five years of functional banking experience, including commercial loan exposure.

• Self-motivated individual who is detail oriented and able to multi-task.

• Experience in independently organizing projects, defining processes and creating procedures.

• Demonstrated excellent verbal and written communication skills.

• Strong understanding of debit and credit transaction flows throughout various systems.

• Strong analytical skills for reviewing and analyzing legally prepared loan documentation and complex commercial systems.

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At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. 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 to the base salary, this role is eligible to participate in an incentive compensation plan, with any such payment based upon company, line of business and/or individual performance.

Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being. You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner. 

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.