Commercial Servicing Customer Care Mgr (Great Lakes Campus)

Fifth Third Bancorp
United States
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 5+ yearsEducation: bachelorsSkills: ["Attention to detail","Multi-tasking","Communication","Analytical skills"]

Manage and direct teams servicing commercial loans and leases, including advances, payments, adjustments, escrow, payoff quotes, participations, SBA, leasing support, and reconciliations. Lead customer care escalation for internal and external questions via the Commercial Service Center, ensuring SLA-driven processing and quality. Collaborate with commercial lenders, portfolio and fulfillment teams, IT process owners, Audit and Compliance, and use tools like ACE and Active Operations Management to drive performance, risk controls, and continuous improvement.

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Fifth Third Bancorp
Fifth Third Bancorp
1 day ago

Commercial Servicing Customer Care Mgr (Great Lakes Campus)

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Last checked: 3 hours agoStatus: Live

Job Summary

Manage and direct teams servicing commercial loans and leases, including advances, payments, adjustments, escrow, payoff quotes, participations, SBA, leasing support, and reconciliations. Lead customer care escalation for internal and external questions via the Commercial Service Center, ensuring SLA-driven processing and quality. Collaborate with commercial lenders, portfolio and fulfillment teams, IT process owners, Audit and Compliance, and use tools like ACE and Active Operations Management to drive performance, risk controls, and continuous improvement.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead and manage commercial loan servicing staff for payments, advances, adjustments, and other maintenance activities supporting portfolios.
  • •Oversee customer care servicing staff, including resolving internal questions and third-level support escalations for external customers via the Commercial Service Center.
  • •Ensure cash transactions are cleared through GL and wire accounts within established SLAs, including acting as escalation/research point for reconciliations.
  • •Approve wire transactions and internal fund transfers via ACE within authority guidelines; review/audit processing and recommend improvements.
  • •Plan and monitor workflow, manage performance reporting and quality/timeliness metrics, and collaborate with IT, Audit, and Compliance to mitigate risks and improve processes.

Key Requirements

  • •Bachelor’s degree in Business, Finance, or related field, or equivalent experience.
  • •Minimum of five years managing, supervising, and leading employees.
  • •Minimum of five years of functional banking experience with commercial loan exposure.
  • •Strong understanding of debit and credit transaction flows across various systems.
  • •Excellent verbal and written communication skills with strong analytical skills for reviewing complex loan documentation and systems.
Experience:5+ years
Education:Bachelor's in Business, Finance
Skills:Attention to detailMulti-taskingCommunicationAnalytical skills
Tech Stack:ACEActive Operations ManagementGL

Company Brief

Fifth Third Bancorp
Fifth Third Bancorp is a diversified bank holding company offering consumer, commercial, and wealth management services. Through its banking subsidiaries, it provides deposits, lending, treasury management, payments, and investment solutions across the Midwest and Southeast.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Cincinnati, United States
Founded: 1858
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