Commercial Servicing Customer Care Mgr (Great Lakes Campus)

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: Manages and directs exempt and non-exempt teams through the daily servicing of commercial loans and leases. Servicing functions include but are not limited to: advances, payments, adjustments, internal and external customer support, payoff quotes, escrow, participations, SBA, leasing, balancing, and wire initiation. The commercial portfolio consists of over 87,000 loans and lines of credit with over $96 billion in assets.   Commercial loan products include business banking, middle market, large corporate, private banking, construction, real estate, participations and syndications, asset securitizations, SBA, and workout loans.  The manager will collaborate with Relationship Managers, Portfolio Managers, Fulfillment Managers, Credit Managers, Finance Managers, and Accounting Managers to provide a superior customer experience for commercial loan and lease customers and to monitor commercial loan processes and procedures to ensure compliance with the Bancorp risk and policy. 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: Leads and manages the commercial loan servicing staff responsible for payments, advances, adjustments including both financial and non-financial transactions, and any other maintenance/adjustments required to support the commercial loan portfolios throughout the Bancorp. Maintain policies and procedures to ensure that all servicing functions are executed in accordance with Bank policies. Lead and manages customer care servicing staff responsible for resolving internal customer questions with the line of business and operations as well as a third level support for external customers escalated through the Commercial Service Center including operating as a life line support for the Commercial Service Center. Ensure that all cash transactions are cleared through GL and wire accounts within established SLA’s. Research and resolution escalation point for the reconciliations team. Approve wire transactions and internal fund transfers via ACE within the guidelines of the Bancorp Authority Review System. Review/audit processing functions on a consistent basis making recommendations to improve quality and productivity. Create weekly plans via Active Operations Management and be able to present performance, trends, and challenges based on plan verses actual results. Collaborate with commercial lenders and customers on a daily basis with the intent of maintaining strong working relationships with internal partners providing value added service. Collaborate with Information Technology Officers for the purpose of improving existing processes and procedures so that they are more efficient and with the intent of driving down the per-unit cost of doing business including automation. Meet with Internal Audit and Compliance on a regular basis to ensure that existing policies and procedures provide adequate controls to mitigate potential risks. Review the more complex servicing requests and provide direction to the clerical staff as to correct processing of such. Continually reviews department and Bank processes, procedures and policies to insure they are designed to meet customer needs. Makes recommendations for improvements within the department. Maintain the necessary management reporting tools to accurately measure and report timeliness and quality of service levels, production