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Fifth Third Bank

Closing Customer Service Team Lead.

Fifth Third Bank - Cincinnati, OH

Fifth Third Bank is one of the top-performing banks in the country, with a heritage that spans more than 150 years. We've staked our claim on looking at things differently to making banking a Fifth Third Better. This applies to our relationships with customers and employees alike.

We employ about 18,000 people, and what we offer is:

# A chance for employees to build their future, with supportive career development and financial wellness programs.

# An environment where we win together. We celebrate achievement and work collaboratively. We're also a three-time Gallup Great Workplace honoree.

# An invitation to impact lives in a positive and lasting way. Everything we do is geared toward improving lives. That's fun and exciting.

It comes down to the fact that Fifth Third is a warm and caring place to with which to grow # as a customer or as a team member.

Mortgage Banking at Fifth Third Bank encompasses three sales channels # Retail, Direct and Correspondent. It also includes the operations side, with three major Fulfillment Centers in Cincinnati, Ohio; Grand Rapids, Michigan; and Chicago, Illinois. We offer many different mortgage loan options, and our customers look to us when they are thinking about buying a new home, building their dream home, refinancing their existing home, or exploring options for downsizing. Additionally, the Fifth Third partners with the Community College Foundation to bring the Financial Empowerment eBus to our communities. This bus is retrofitted as a mobile classroom that hits the streets to provide financial education on important topics including homeownership. We also play a key role in supporting homeownership by offering refinancing and modification opportunities.

GENERAL FUNCTION:

. Serves as Team Lead for the Closing Customer Service Team

. Handles escalated problems and issues requiring a senior level knowledge of residential mortgage

loan operations. Serve as a first line reference point and work directly to oversee and direct the activities of a team within the CCST group who monitor, address and resolve issues that arise in the RESPA/TILA Inbox or the contacting of TitleCompaniesto obtain preliminary Closing Disclosures.

. Allocates workload and volume based on business needs among the members of the CCST group.

. Performs a wide range of duties related to the closing of residential mortgage loans.

. Maintains contact with external and internal customers to ensure workflow deadlines are met.

. Assigns primary responsibility for the loan file upon receipt of a request regarding a specific file.

. Proactive in insuring communication on the loan to the borrower, the Loan Originator and manager as well as the title company.

. Responsible for ensuring appropriate places are updated as work progresses on behalf of the file.

. 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 & RESPONSIBILITIES:

. Oversee the management of a specific pipeline of conventional, government, and/or portfolio loans.

. Evaluate documentation and clear conditions as per any per loan delegated authority.

. Monitors the maintenance of a high level of customer service by being proactive in communicating with all parties to the loan, both internal and external.

. Serve as an intermediary for loan issues with Loan Originators and other related departments.

. Assist in training new hires.

. Take active role as an escalation point within the team based on experience/knowledge.

. Maintain knowledge of Fifth Third Mortgage Company's policies and procedures.

. Monitor the status of items in multiple inboxes and assign tasks as needed.

. Monitor InfoPath on a weekly basis and provide weekly status report.

. Review approximately a sample size of all inbound and outbound calls for CCST in the NICE call recording system on a weekly basis and provide a quality report on a monthly basis.

. Allocates workload based on business needs among the team within the CCST group.

. Perform any other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

Responsible for providing employees timely, candid and constructive performance feedback; developing employees to their fullest potential; developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizingandrewarding employees for accomplishments. Assist in the development of appropriate talent pool to ensure adequate bench strength and succession planning.

Fifth Third Bank 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.

Experience Required

MINIMUM KNOWLEDGE, SKILLS, & ABILITIES REQUIRED:

. This position requires S.A.F.E. Act registration at the time of employment through the

Nationwide Mortgage Licensing System (NMLS). The NMLS web site (mortgage.nationwidelicensingsystem.org)

. High school diploma or equivalent.

. Four (4) or more years residential mortgage loan closing and/or processing or underwriting experience.

. Broad understanding of residential mortgage loans.

. In-depth knowledge of conventional, government, and portfolio guidelines.

. In-depth understanding of the computer loan application system.

. Knowledge of federal lending regulations governing residential real estate lending.

. Demonstrated leadership & organizational skills

. Strong written & verbal communication skills

. Ability to analyze policies, procedures & guidelines in a way that maximized productivity but protects the level of risk desired.

Job Code: 51374729

Posted Date: October 11, 2017

Company: Madisonville Office Building

Contact:

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Closing Customer Service Team Lead. Fifth Third Bank - Cincinnati, OH, United States

   

Location: Cincinnati, OH

Company Profile:
Fifth Third Bank is The curious bank. We are one of the top-performing banks in the country with a more-than-150-year heritage of success that comes from living up to our promise of listening to our customers and inspiring them with smart financial solutions. We are about: Fifth Third Bank, Member FDIC. Fifth Third Bank is proud to be an affirmative action/equal opportunity employer. M/F/D/V Specialties Commercial Banking, Branch Banking, Consumer Lending, Investment Advisors