Sr Customer Solutions Team Leader

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GENERAL FUNCTION: Works under minimal supervision as the first level of management in Customer Solutions department. Supervises a team who provides solutions and documents Mid-Stage, Late Stage and High-Risk delinquent accounts in accordance with departmental, investor, and legal guidelines, ensuring attainment of company commitments. 

Promotes outstanding customer service, facilitates workflow, monitors productivity, and ensures staff compliance with Bancorp policies and procedures.

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:

• Coordinates and supervises day-to-day work processes in the Customer Solutions department

• Responsible for monitoring productivity within the workflow and quality on individual and team levels while providing feedback to senior leadership

• Provides coaching and feedback to staff through team huddles, one on ones, side by sides, and call reviews

• Collaborate with business partners to ensure our quality monitoring and contact strategies are complying with state and regulatory requirements

• Proactively identifies and communicates opportunities for consistent best practices in scheduling, adherence, and real-time management that align to meet service goals and key performance indicators

• Enhances employee development by identifying trends in performance while setting goals and developing action plans to improve and monitor results

• Promotes teamwork and looks for opportunities to cross train employees

• Assures all employees have completed required training, understand and adhere to the core values, and follow policies, practices, and procedures of the department

• Continually looks for ways to improve the performance of the department by identifying and implementing work efficiencies through process improvement techniques

• Performs any other duties as assigned.

• Trains, mentors, and coaches peers while functioning as a departmental subject matter expert

• Acts as a champion to support department in new initiatives or special projects

SUPERVISORY RESPONSIBILITIES: Responsible for providing employees timely, candid, and constructive feedback; developing all 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.

Performs personnel tasks for the team such as exception time reporting, monthly performance reviews, timely, candid constructive performance feedback and coaching and corrective counseling.

Participates with leadership in the hiring/selection process. Provides feedback to leadership regarding the application of human resources policies and procedures to the assigned employee group.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• High school diploma or equivalent required. College degree preferred.

• Minimum 3 years supervisory/lead experience required.

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

• Proven leadership skills.

• Demonstrated ability to work in a team environment.

• Excellent verbal and written communication skills.

• Strong problem solving and organizational skills.

• Strong experience with Microsoft office products, such as Word, Excel, PowerPoint, and Outlook.

• Proficient with computer systems and keyboarding / data entry skills with moderate speed and accuracy.

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Sr Customer Solutions Team Leader

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.