Systems Support Specialist

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GENERAL FUNCTION

This position takes incoming calls from Correspondent, Retail, and Direct Mortgage employees, providing resolution to technical issues with mortgage origination systems. It interfaces with vendors and IT staff to resolve complex customer issues related to booking new mortgage loans.

Responsible for risk management by following policies, raising concerns, and ensuring actions drive a positive customer experience. Achieves results by identifying, assessing, managing, monitoring, and reporting risks within the banks risk appetite.

Essential Duties and Responsibilities

• Respond to user inquiries via phone and email professionally, diagnosing hardware, software, and operator problems, and instructing users accordingly.
• Serve as a liaison between users and IT, ensuring issue resolution and maintaining communication.
• Work extensively with end users, management, IT, and occasionally with Data Processing to resolve or escalate mortgage system issues.
• Perform triage of incoming calls, exercising judgment in resolving or escalating issues.
• Troubleshoot and test reported issues using available resources, escalating complex problems appropriately.
• Maintain records, procedures, and call logs for reporting; complete defect reports and tickets following departmental policies.
• Assess and perform mortgage change requests and setup / changes to vendors, branches, and insurance companies.
• Continuously learn about mortgage systems, products, and processes.
• Participate in team projects, act as a team leader, and mentor junior employees.
• Take on additional responsibilities as assigned.

Supervisory Responsibilities

None.

Minimum Knowledge, Skills, and Abilities

Job Details

Location : Cincinnati, Ohio 45227

Company Culture

Fifth Third Bank promotes an inclusive culture and equal employment opportunity for all applicants regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status, or other protected status.

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