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GENERAL FUNCTION: Under general supervision of team lead and supervisor, researches and resolves complex adjustment cases and teller transaction discrepancies related to Check, ACE/MICR, Branch Capture, Image ATM, and mobile deposits. Providespromptand professional service to internal customers regarding assigned cases. Interacts with other financial institutions & Federal Reserve. Identifies risks and escalates issues to team lead and/or supervisor as needed. Updates the Resolve Checkapplicationwith all relevant information and required back up for each case.

• 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 thatactions 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:

• Researches adjustment requests through the use of multiple systems to ensure a correct and timely customer impacting case resolution and escalated issues to team leads or management to mitigate financial losses to the Bancorp.
• Expedites and prioritizes assigned adjustments so that high risk adjustments (i.e., cases over $7,000 and aged items) are worked timely in order to minimize risk of financial loss to the Bank. Resolving these multimillion dollar cases withindepartment'sproduction standards.
• Executes necessary monetary adjustments to internal accounts and outside financial institutions by directly charging/crediting the account or by putting through the appropriate charge/credit ticket to be processed. Such tickets must becompletedaccurately and have necessary approval.
• Assists management in resolving more complex or escalated adjustment issues timely to ensure a high level of customer service.
• Investigates moderate to complex multi error or process created customer adjustment requests and charges from other financial institutions (i.e. force balance, image offs) and independently determine if a monetary adjustment is necessary or if thechargeis valid.
• Responds timely (within established standard) to requests by management, customers and other financial institutions for status of cases, providing clarification of why adjustment was made or for supporting documentation.
• Maintains accurate electronic records of open and closed cases and regularly update in department database (Resolve Check system) status of open cases.
• Performs any other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

• None

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Associate's degree or equivalent work experience.
• Strong verbal and written communication skills.
• Strong organizational skills.
• Demonstrated ability to work in a team environment.
• Attention to detail and ability to multi-task.
• Problem solving skills.
• Self-motivation.
• 4 or more years' experience in a business environment offering transferable skills required.
• Proficient in Applications specific to department.
• Demonstrates capability of drafting professional correspondence to internal/external customers.
• Strong analytical skills.

WORKING CONDITIONS:

• Normal office environment.
• Extending viewing of computer screens and phone, email, and/or Internet activity.
• Fast paced environment.

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Adjustment Specialist II

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.