Consumer Cash Reconciliation Researcher

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GENERAL FUNCTION: Under moderate supervision, complete escalated cash research and adjustments, post payments and payoffs, and account reconciliation for mortgage, consumer, lease and flexcard products.

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:

• Process research and reconciliation adjustments for mortgage, consumer, auto and lease for missing and misapplied payments in accordance to Reg E, Reg Z, CFPB etc.

• Provide general support to internal and external Partners regarding research inquires and issues

• Serve as a departmental resource for ongoing questions and problems

• Handle Office of the President and other 3rd party agency complaints.

• Responsible for balancing GL's/DDA's for all products lines including reconciliation and clearing all outages.

• Process daily cash exceptions, including payments, payoffs from Wholesale and Retail Lockbox, Billpayer, ACH, EMPP and Offshore Global Partners.

• Resolves both simple and complex adjustment requests for real estate ( secured and unsecured loans, indirect and direct) auto loans, specialty vehicles loans, etc.

• Determine and return unauthorized monetary items to prevent fraudulent activity and financial impact.

• Processes debit and/or credit tickets from other areas such as default and retail and ensures the posting to appropriate accounts as well as balancing the items.

• Escalate and assist in solving high-level/complex operational and customer service issues

• Collaborates with multiple LOB's on reconciliation and balancing.

• Suggest new techniques to improve productivity to management team

• Communicate and report issues, as needed, to the management team

• Collaborate with Line of Business to ensure customer issues are resolved accurately and timely.

• Updates and maintains appropriate files, reports, and other documentation/data

• Safeguards sensitive data to ensure all customer information is handled appropriately to protect customer identity and meet compliance requirements

• Provides a high level of customer service when responding to external and internal customers to resolve questions, inconsistencies, or missing data through professional correspondence

• Ability to identify and resolve high volume of exceptions and to organize, prioritize and interpret information

• Compiles and/or balances data for reports, general ledger accounts, and entries for processing.

• Serves as a liaison with various departments regarding status of reconciled or adjusted items.

• Notifies customers and/or correspondent banks of research results and actions taken.

• Recommends improvements to help minimize future problems.

• Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES: None.

MINIMUM KNOWLEDGE & SKILLS REQUIRED:

• High School diploma or equivalent.

• Minimum of 2 years prior Customer Service experience.

• Minimum 1-2 years financial services, consumer banking or equivalent experience

• Knowledge of the fundamental concepts related to mortgage, consumer, auto and lease and the ability to apply that knowledge in a quality control function.

• Knowledge of the investor and regulatory guidelines for mortgage, consumer, lease and card.

• Computer literate with intermediate proficiency in Microsoft Outlook, Word, Excel

• Strong customer service skills

• Basic accounting knowledge preferred

• Strong verbal and written communication skills.

• Strong analytical skills.

• Ability to work efficiently with a low margin of error.

• Ability to work independently and meet deadlines.

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Consumer Cash Reconciliation Researcher

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.