Practice Support Specialist I

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GENERAL FUNCTION:

Under minimal supervision, position handles complex customer interactions (email, phone, etc.), providing outstanding customer service by answering customer's questions and solving the problem by using job knowledge and the information available. Act as the Subject Matter Expert (SME) fully utilizing knowledge of complex Commercial, TM and Business Banking products to the servicing of products such as Fifth Third Direct, ACH/Wire, EDM, Lockbox and others. Assist in the management of the system issues experienced by clients by using mainframe, software applications, and CRM / IRIS systems. This includes the management and timely escalation of events that result from hardware, software, communication, and process errors. Expectation to own customer issues from beginning to end, with responsibility for final communication of resolution to internal or external customer.

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.

DUTIES & RESPONSIBILITIES:

• Fulfills incoming service requests through email, and phone calls from Healthcare Banking Specialist, Practice Support Specialists, Treasury Management Officers, and Professional Practice Clients for numerous products and services. Owns issues from beginning to end, with responsibility for providing status updates and final resolution of issue to the requester or directly to the client.
• Works closely with Healthcare Banking Specialists, Practice Support Specialists, Treasury Management Officers, Professional Practice Clients, and other internal business partners to provide outstanding customer service and experience to all customers on requests that are more technical in nature.
• Proactively connects directly with clients either by phone or email to help resolve any service-related issues, and more advanced technical needs. Examples would include solving issues surrounding, EDM, Fifth Third Direct, Implementations, Biller Direct, ACH, Wire, among others. This would consist of helping to facilitate the client onboarding experience and helping existing clients resolve any of these issues.
• Prepares and provides supporting documentation for completed research requests.
• Performs duties with majority of time spent on customer service requests that include researching complex issues, assisting with complex setups, and handling escalated requests.
• Documents all service-related issues timely, and appropriately in CRM.
• Writes correspondence via emails following defined company standards and guidelines.
• Investigates complex complaints utilizing internal and external customer relationship and extensive product knowledge to resolve customer complaints.
• Correctly identify core customer issue or nature of complaint based on feedback from customers and Commercial service support members and work toward resolution.
• Communicate with management any trends identified when reviewing or researching customer complaints.
• Updates and maintains appropriate files, databases, and other documentation within departmental guidelines.
• Manages time efficiently to ensure completion of assigned complaints/tasks while contributing to established department service standards and individual productivity goals.
• Interacts effectively with multiple teams within the Healthcare Banking Vertical, Treasury Management, Central Operations and Payment Operations organizations.

·Other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

None.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

·High school diploma or equivalent.

• Three (3) years of banking, financial services, or related experience, typically gained through time in Client Services Representative roles within a Commercial Support Center.
• Extensive knowledge of remittance processing preferred.
• Strong verbal and written communications skills.

·Basic PC skills.

·Detail oriented.

·Analytical skills.

• Ability to multi-task in a fast-paced environment.

·Strong organizational skills.

WORKING CONDITIONS:

• Normal office environment with exposure to dust, moderate exposure to noise, normal temperature.

Extended time at desk and/or viewing computer screens.

At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.

The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location.

Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being. You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html and by consulting with your talent acquisition partner.

Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting. Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third. Any unsolicited resumes – no matter how they are submitted – will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.

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.