Resolution Specialist M-F 8am-5pm

Resolution Specialist

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General Function : The Resolution Specialist performs a variety of high-profile tasks under moderate supervision from the Customer Solutions Leadership. Multiple products are considered, and multiple systems are utilized. Responsibilities include follow-up on issues with internal LOBs and customers to ensure issue SLAs are met within guidelines set by regulatory agencies and 5 / 3 senior leadership. The Specialist ensures that departmental, legal, and regulatory guidelines are met.

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 :

• Acts as a customer advocate to resolve complex issues that require multi-product and regulatory knowledge of general banking as well as customer solutions specific processes.
• Utilizes customer service and customer solutions knowledge skill sets that cover the spectrum of the LOB.
• Facilitates account resolution with internal and external stakeholders by utilizing all bank systems to facilitate comprehensive reviews.
• Documents the problem resolution process for each account assigned to their workflow.
• Identifies trends negatively impacting customer experience and reports them to the proper channels for analysis.
• Assess and process Cease & Desist requests from clients and determine appropriate handling.
• Assess and process Attorney Representation / Power of Attorney notification to ensure compliance with FDCPA guidelines and state law.
• Ensures completion of all projects and / or additional assignments assigned to them.

Essential Knowledge, Skills and Abilities Required :

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.