Practice Support Specialist IFifth Third Bank, N.A. • New York, New York, United States
Practice Support Specialist I
Fifth Third Bank, N.A.
- New York, New York, United States
- New York, New York, United States
Über
Make banking a Fifth Third better. We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank.
General Function Under minimal supervision, the position handles complex customer interactions (email, phone, etc.), providing outstanding customer service by answering customers' questions and solving problems using job knowledge. Act as the Subject Matter Expert (SME) with knowledge of complex Commercial, TM, and Business Banking products to service products such as Fifth Third Direct, ACH/Wire, EDM, Lockbox and others. Assist in management of system issues experienced by clients using mainframe, software applications, and CRM/IRIS systems. Manage and timely escalation of events that result from hardware, software, communication, and process errors. Own customer issues from beginning to end, with responsibility for final communication of resolution to internal or external customers. Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and following policies and procedures as defined.
Duties & Responsibilities
Fulfills incoming service requests through email and phone calls from Healthcare Banking Specialists, Practice Support Specialists, Treasury Management Officers, and Professional Practice Clients for numerous products and services. Owns issues from beginning to end.
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.
Proactively connects directly with clients via phone or email to help resolve service-related issues and advanced technical needs involving EDM, Fifth Third Direct, Implementations, Biller Direct, ACH, Wire, etc.
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 complaints.
Correctly identifies core customer issue or nature of complaint based on feedback and works toward resolution.
Communicates 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 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 Client Services Representative roles within a Commercial Support Center.
Extensive knowledge of remittance processing preferred.
Strong verbal and written communication 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.
Location Virtual, Ohio 00000
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.
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.
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Sprachkenntnisse
- English
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