Fifth Third Bank, N.A. Bancorp Resolution Risk Analyst in Cincinnati, Ohio
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Provides leadership, oversight, and guidance to Customer Care Teams (problem resolution teams). Responsible for creating, documenting and maintaining problem resolution procedures based on changes to Bancorp policies, guidelines and educational needs. Responsible for creating, reviewing, monitoring departmental complaint reporting to identify trends, policy adherence, educational needs and systemic issues. Responsible for effectively communicating changes in policy, complaint trends, process gaps, and educational needs to multiple levels on the problem resolution teams. Must manage to 100% accuracy on meeting regulatory deadlines, escalating to management or meeting with LOB, Legal, and Compliance as needed to ensure timely and accurate resolution.
R esponsible 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:
Ensures departmental adherence to policies and procedures through the development of educational, training and/or informational documents for Customer Care Teams, including any offshore teams that support complaint management.
Monitor complaints (CMTs) daily through the workflow and escalate as appropriate until resolved. Includes meetings with Audit, Legal, Compliance, QC, and LOBs to resolve for timely completion.
Daily reporting to monitor regulatory requirements, reassign as needed, track percentages of misses by specialist, team reminders.
Communicates Bank’s written response directly to Regulatory Agencies & Examiners with requested supporting documentation as needed.
Responsible for identifying potential follow-up requests from Regulatory examiners, compiling and responding to all follow-up questions/documentation requests from Federal examiners related to their assigned complaints.
Responsible for preparing for Internal and External audits (CFPB, OCC and State Agencies), compiling and responding to all follow-up questions/documentation requests related to their assigned complaints.
Partners with the Lines of Business to stay abreast of their processes and the potential impact they have on complaint resolution.
Maintain a Subject Matter Expert (SME) level of knowledge of all Bancorp products and services as they relate to operational procedures and how they are used in problem resolution.
Acts as a SME for care team specialists and team leads for all questions or cases, including regulatory questions, complaint management questions.
Review data from complaint CMTs and non-complaint CMTs to be able to identify trends and gaps with management.
Identify and communicate any systemic cases or trends identified to management and teams.
Serve as a SME to help resolve complex customer cases received by Senior Management or beyond the team skill set.
Responds to inquiries from management, audit, and other internal business partners regarding data collection and supporting documentation as needed.
Recommends process improvements based on quality and work product.
Create and maintain educational materials and training plans for the Care Teams as needed.
Identify and resolve educational/training gaps and needs for the Customer Care Teams by organizing necessary training requirements and maintaining the tracking to ensure adherence to the Bank’s required regulatory and departmental needs.
Support Care Teams with individual scorecard metrics tracking, monitoring performance trends as needed.
Perform oversight and monitoring for fee audit, clean desk, high risk transaction review, etc.
Perform any other duties and special projects as assigned.
MINIMUM KNOWLEDGE & SKILLS REQUIRED:
Bachelor's degree or equivalent work experience.
Minimum of five year's experience in a customer service complex problem resolution capacity.
Experience with regulatory, compliance a plus.
Advanced knowledge of Bank products, procedures, operating systems and State and Federal Regulations as they pertain to problem resolution.
Superior analytical and problem resolution skills required. Must be able to evaluate the level of risk associated with complaints and solve problems from multiple perspectives.
Must have ability to work under tight deadlines, with the ability to multi-task and prioritize.
Must demonstrate ability to communicate effectively with division and LOB management and gain agreement in difficult situations.
Experience with Microsoft office products, such as Access, Word, Excel, PowerPoint, and Outlook.
Bancorp Resolution Risk Analyst
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.
Fifth Third Bank, National Association is one of the top-performing banks in the country, with a history that spans more than 150 years. We’ve staked our claim on looking at things differently to make banking a Fifth Third better. This applies to our relationships with customers and employees alike.We employ about 18,000 people while offering:• A chance for employees to build their future, with supportive career development and comprehensive health and financial wellness programs.• An environment where we win together by celebrating achievements and working collaboratively.• An opportunity to make a difference in a positive and lasting way. Everything we do is geared toward improving lives.We’re proud that Fifth Third is a warm and caring place to grow – as a customer and as a team member.