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Fifth Third Bank · 6 hours ago

RCC Services and Processing Manager

Cincinnati, OH

Full-time

Onsite

Mid, Senior Level

4+ years exp

Fifth Third Bank is a prominent banking institution seeking an RCC Services and Processing Manager. The role involves managing the RCC Call Center and processing teams, developing quality assurance standards, and enhancing customer experience while ensuring compliance and productivity across multiple states.

BankingCommercial LendingFinanceFinancial ExchangesFinancial ServicesLendingMedia and EntertainmentMortgage

Responsibilities

Manage Processing team(s) responsible for processing of consumer applications

Develop, implement, and Manage quality assurance standards, processes, and Controls to achieve agreed service level standards across RCC footprint that mitigate risk and promote service excellence

Maintain working knowledge of internal processes and procedures to Provide Support for Helpline team

Create, Review, update and manage the business Continuity Plan

Develop and promote the use of a Centralized knowledge database as the primary point of reference for everyday inquiries

Ensure service level agreements are set effectively to provide a high level of service to the financial Centers, and that the appropriate metrics are in place to measure individual performance to the stated service level Agreements

Partner with Retail lending sales and Retail product management to ensure service level agreements and Retail market needs are being met and promote transparency in production Metrics

Coordinate with various onshore and offshore teams responsible for direct lending processes

Act as a trusted advisor, proactively educating the Processing teams and Bankers with each interaction

Consistently meet all quality, handle time, and adherence standards

Appropriately maintain and reference the resources available to our Bankers and Helpline and Processing teams

Maintain monthly reporting for team goals; provide feedback to leadership regarding goal recommendations

Identify and Develop Training and customer service opportunities for existing Processing teams

Monitor activity to ensure that customer service and production standards are met and maintained

Drive process improvements in partnership with other RCC leaders to decrease turn times for closings, reduce error/defect rates and Meet service quality standards for all loans processed for assigned Retail markets and groups. Partner with RCC leaders to identify and implement improvements to increase productivity and improve efficiencies for the Direct lending Regional Credit Center

Implement and Communicate process improvements throughout the RCC and Retail Partners to resolve process deficiencies

Maintain cooperative strategic relationships with key business partners across divisions (Mortgage/Retail Administration, Business Controls, Enterprise Risk Management, Product Development, Compliance, IT) and internal and external customers (Vendors)

Strategically Support Bancorp consumer lending initiatives and projects

Perform any other duties as assigned

Qualification

Management experienceConsumer Lending experienceRegulatory complianceChange leadershipProject managementCustomer interactionPriority managementNegotiation skills

Required

Bachelor's degree in Business or Finance or equivalent work experience

Minimum 4 years management experience in Consumer Lending, Banking, Financial Services

Demonstrated Change leadership and management skills

Ability to negotiate with others and Build consensus

Ability to interact with all levels of management and external Customers

Ability to manage priorities and tasks

Preferred

Minimum 4 years consumer credit experience preferred

Minimum 4 years Consumer Lending regulatory and compliance experience preferred

Demonstrated project management skills preferred

Benefits

Comprehensive benefits

Incentive compensation plan

Extensive benefits programs

Company

Fifth Third Bank

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Fifth Third Bancorp is a financial services company that specializes in small business, retail banking, and investments. It is a sub-organization of Fifth Third Bank.

Founded in 1858

Cincinnati, Ohio, USA

10001+ employees