Job Description

Make banking a Fifth Third better

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LI-WD1

GENERAL FUNCTION:

Responsible for supervising a product or multiple products, from 0 - 180+ days' delinquent utilizing multiple systems. Oversees, coaches and trains department agents who may collect on early, mid, or late stages (up to charge-off and Agency liaison)of delinquency to include collections, loss mitigation, foreclosures, repossessions, pre charge-off, charge-off, recovery, bankruptcy and Agency liaison collections. Promotes outstanding customer service, facilitates workflow, monitors productivity, and ensures staff compliance with Bancorp policies and procedures.

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 Banks risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

* Coordinates and supervises day-to-day work processes in the collection center and is responsible for Monitoring individual and team productivity and quality, and providing feedback to management.
* Provides daily management, coaching and feedback to staff through account Reviews, Monitors and side-by-sides.
* drives performance that is consistent with Investor and insurer Guidelines.
* accountable for quality Monitoring and Assessment results.
* Identifies trends in performance and Develops action plans to improve performance and Monitors results to Test for improvement.
* Coordinates the Training of new hires and manages the up-Training of staff, ensuring staff has a full understanding of departmental and bank procedures as well as individual job responsibilities, goals and performance standards.
* Promotes teamwork and Ensures the cross Training of employees. Assures all employees

have reviewed and acknowledged the HR handbook, completed all required training, and understands and adheres to the core values, policies, practices, and procedures of the department.

* Continually looks for ways to improve the performance of the department by identifying and implementing work efficiencies through process Improvement techniques.
* Conducts telephone quality Monitoring calls and Participate with the quality team on calibration calls to ensure all parties are consistent in their approach to listening to calls.
* Displays Expert knowledge in banking products and services.
* Provides oversight of the delinquent area of responsibility and process accountability by forecasting and identifying risks to the forecast and Plan results.
* Performs personnel tasks for the team such as exception time reporting, monthly performance Reviews, timely, candid constructive performance feedback and coaching, corrective counseling and training.
* Participates with managers in the hiring/selection Process.
* Provides feedback to management regarding the application of human resources policies and procedures to the assigned employee group.
* Performs any other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

Responsible for providing employees timely, candid, and constructive feedback; developing all employees to their fullest potential and provide challenging opportunities that enhance employee career growth; developing the appropriate talent pool to ensure

adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

* high school diploma or equivalent required. College degree preferred.
* Minimum 1 year supervisory/lead experience required.
* Minimum 3 years collections experience required.
* proven leadership skills.
* Demonstrated Ability to work in a team environment.
* Excellent verbal and written communication skills.
* strong problem solving and organizational skills.
* experience with Microsoft products, such as Word, Excel, PowerPoint, and Outlook.

Mortgage Collections Supervisor

LOCATION -- Cincinnati, Ohio 45227

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.