Customer Info and Tax Specialist II

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GENERAL FUNCTION: Works independently while responding to complex issues that require investigation to resolve. Based on extensive knowledge of Depositor Service procedures and systems, is able to provide resolution in a timely manner maintaining the highest level of professionalism. Provides training and coaching to Branch Support and Tax Processing Specialists on different processes and procedures. This position is also responsible for being a contact for 3rd party service providers as well as management when needed.

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:

• Review and validate advanced customer tax certification forms W-8BEN-E, W-8ECI, W-8EXP, W-8IMY on a daily basis. Validate customer Global Intermediary Identification Numbers (GIIN) as needed.
• Review and Resolve workflow items that have been escalated by the production teams.
• Serve as the primary point of contact with 3rd party service providers for escalated items, training opportunities, and workflow assignments.
• Primary responsibility for Training new specialists.
• Perform the monthly Interest on Lawyer's Trust Account (IOLTA) process. Includes balancing accounts, researching outages, reporting to state agencies, and remitting payments to agencies.
• Review and validate tax forms including W-8 and W-9, B-Notices, C-Notices, Backup Withholding, Interest Remittance to State/Federal Governments, ECIF Duplicate Suspect Review, IRS Reporting and Year End Reporting as necessary for customer accounts.
• Work with other corporate tax, financial Controls, risk, Retail, and other Lines of business on issues that might require additional Processing, Training or detailed work.
• Maintain privacy of customer information.
• Have a clear understanding of the systems and programs such as ace, RAFT, Mobuis, Excel, and assist others with the use of the systems.
• Communicate issues to management team.
• Recommends improvements to help minimize future problems.
• Develop a clear understanding of departments within check services, including returns, exceptions and Adjustments.
• Possess a clear understanding of IRS regulations related to information reporting and tax withholding, including Chapter 3 and Chapter 4 (FATCA) of the IRS code.
• Assist with corrections of B-notices and year end reporting to customer accounts.\
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES: None.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• High school diploma or equivalent.
• Three (3) years related experience required, preferably in banking or Retail Banking.
• Excellent verbal and written communication skills.
• Strong organizational skills.
• Demonstrated Ability to work in a team environment.
• Excellent computer skills.
• Attention to detail.
• Problem solving skills.

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Customer Info and Tax Specialist II

LOCATION -- Cincinnati, Ohio 45227

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.