Quality Specialist - Mortgage Support

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GENERAL FUNCTION: Responsible for independently conducting Quality Programs, including representative call monitoring, interaction with multiple levels of operational management, and initiating process improvement for the supported departments. Specialist will shift time and priority as needed between Consumer Contact Center, Disputes Resolution, Office of the President, Customer Care Team and/or Escalations monitoring. From reviews completed, specialist is responsible for reporting results to line of business management at the individual, team and department level to improve complaint management process and overall customer experiences.

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:

• Complete quality evaluations for the Consumer Contact Center, Disputes Resolution Department, Office of the President, Escalations, and Customer Care departments

• Act as a change agent, driving our direction to customer excellence through coaching, feedback and Quality audits.

• Maintain in depth working knowledge of industry regulatory topics and procedures with specific focus on CFPB, Regulations Z/E and all related updates

• Exercise appropriate judgment in escalating problems of a more complex nature to upper level management for resolution.

• Comprehensively review any complaint/CIT data as required by management

• Review online complaint management  records to ensure adherence to established guidelines and procedures, including identification of proper escalation practices

• Review and analyze audio recordings of calls related to complaints to ensure accurate interpretation of details in CIT

• Complete all necessary skill certifications pertaining to new and changing regulations.

• Collaborate with business partners and leadership to provide insight into training opportunities and make recommendations for department wide improvements and product/service enhancements

• Lead calibration sessions with multiple levels of line of business management

• Lead calibration sessions with offshore service provider to ensure consistency

• Partner with Contact Center management to create specific action plans that address improvement opportunities for individuals and across the call center.

• Identifies and recommends changes to enhance the effectiveness of quality assurance strategies.

• Act as secondary review to decision outcome of quality audits disputed by line of business

• Liaison between offshore service provider and line of business in all communication and updates

• Perform regular oversight of offshore service provider to ensure equal level of quality is provided

• Validate key Case Management Tool categories to ensure accurate categorization of details and proper identification of bank errors

• Prepare and maintain reporting to identify performance trends for multiple levels of management

• Assist in the creation of scorecards, exception and other metric reporting as needed to monitor performance standards for quality and productivity.

• Work directly, with minimal to no supervision, with members of management and associated teams to prevent errors.

• Maintain, update and create as needed quality processes and procedure documents.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Minimum of 5 years of contact center or customer service experience required

• High school diploma or equivalent required

• Bachelor's degree or equivalent experience preferred

• Must be analytical and possess ability to interpret and apply policies and regulations across a complex business.

• Superior verbal and written communication skills

• Strong detail orientation and ability to handle multiple tasks, shifting priorities and work well under pressure

• Strong presentation skills and the ability to present data to all levels of the organization

• Proven commitment to high levels of customer service

• Must be self-motivated and have an ability to work with minimal supervision.

• Leadership experience strongly preferred.

• Proficiency with Microsoft Office tools, especially Excel –reformat, manipulate and work with data in variety of formats and systems

• Ability to lead peers and line of business management through detailed trend analysis

• Coaching skills preferred

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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 or 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.