CSC Research, Resolution & Supp Mgr I

Location: Cincinnati
Posted on: November 20, 2024

Job Description:

GENERAL FUNCTION: Provides leadership to the Commercial Support Center Research, Resolution and Specialized Support teams ensuring departmental production goals, project and daily outputs are met. Serves as an internal expert on problem resolutionbestpractices, providing guidance and direction to appropriate functional areas and lines of business to improve the overall customer experience. Handles highly complex customer or service issues and provides follow up to customers, internal departmentsandsenior management. Serve as primary LOB contact for Specialized Support functions in the CSC including; Business Banking, Commercial Card, RCM and Heath Care products.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

. Sets strategic direction and manages assignments of Supervisors and CSC Service Professionals to ensure efficient and effective management of the Research, Resolution and Specialized Support teams, focusing on quality, first contactresolution,optimizing efficiency and minimizing risk.

. Serve as initial contact for any escalated Commercial customer research and resolution requests in addition to handling highly complex customer or operational issues and provides follow-up to Commercial Support Center, customers and senior management.

. Manages Premier and Core client interaction teams. Serving as an escalated point of contact for this segment of clients which may require additional research for resolution and are occasionally technical in nature.

. Continually reviews department and Bancorp processes, procedures and policies to ensure they are designed to meet customer needs. Makes recommendations for improvements.

. Works with managers and supervisors to provide a work environment that promotes teamwork, customer service, staff development, achievement and process improvement.

. Establish and foster working relationships with LOB managers to ensure a successful collaborative relationship is maintained in regards to timely issue resolution.

. Maintain, develop and enhance department and dependant department metrics and SLA''s.

. Ensures consistent and timely reporting of root cause trends are communicated to the Lines of Business, Risk, Compliance and Senior Management.

. Participate in Audit and Regulatory examinations, providing reporting on product and servicing complaints on an ad hoc basis.

. Provides evaluations and recommendations of resources needed to accommodate increases in volume due to mergers, acquisitions, centralization and new business. Assists in implementing these improvements.

. Assume additional responsibilities and lead special projects as assigned.

. Other duties or projects as assigned.

SUPERVISORY RESPONSIBILITIES: Responsible for providing employees timely, candid and constructive performance feedback; developing employees to their fullest potential and provide challenging opportunities that enhance employee career growth;developingthe appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments.

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