CPS Escalation and Incident Specialist at Fifth Third Bank (Cincinnati, OH)

| Cincinnati, OH
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GENERAL FUNCTION: Provide Leadership and Management to the Product Support Specialists. Function as a Liaison between Information Technology, Product Management, Commercial, and other Operational areas. Provide operational and technical support to bothinternal and external customers for all of the Commercial Treasury Management Products. Ensure that all Level 2 escalated issues are handled in a timely and accurate fashion and the resolutions are provided to the Corporate Clients within the published SLA.

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.

  • Responsible for the technical architecture and design for applications (CRM, ACD routing, IEX) that impact the Commercial Call Center.
  • Technical Liaison between Operations and IT for the CRM applications. Ensure Commercial Services requirements for service request s are aligned with best practices.
  • Technical Liaison between Commercial, Product, and IT for all products and applications involving the Commercial Call Center to more efficiently solve customer issues.
  • Provides back up support for the Account Access System. Determines proper resolution for system outages.
  • Responsible for overseeing all new and existing technical product implementation and/or enhancements. Responsible for providing weekly, monthly, and quarterly progress reporting to Upper Management. This includes daily tracking of all outage todetermine impact to the call center and identify areas of improvement.
  • Database administrator for the following: XAA (Grapevine), ACH Upload Records (Account Access and Transact), TM Quality Database, Fundtech SQL Server, and Internal Transact Users Database.
  • Manages and oversees the UAT testing is completed and the progress is documented for all new Treasury Management products and services.
  • Maintains Test Company in Production and provides administrative support for user Ids.
  • Coordination of the Commercial Call Center Web pages.
  • Provides the same level of support for enhancements to existing Treasury Management products and services.
  • Responsible for the coordination of all TIGER Team distributions that provide informational correspondence to the appropriate organizational areas of the bank when system-wide issues are identified with customer impact.
  • Ensures that the correct people are notified accurately and timely.
  • Maintain support for the backend systems that interact with the Products supported by Level2.
  • Including servers, FTP directories, and other department systems.
  • Working knowledge of the UNIX environment and directory structure.
  • Anticipate the needs of the organization with the regard to Product changes and make adjustments to tasks to ensure customer satisfaction.
  • Provide analysis of newly acquired systems as it pertains to Treasury Management Operations and work with IT and Product Management in coordinating a successful conversion.

SUPERVISORY RESPONSIBILITIES: Manage the CSC Senior Technical Specialist. Monitors their performance for regular weekly and monthly reporting and annual reviews.


Experienced with the knowledge of internal mainframe applications.
  • Complete understanding and working knowledge of the overall UNIX application (Tera Term) to be able to validate file receipt for information reporting modules.
  • Ability to interact with internal and external customers.
  • Working knowledge of the UNIX environment and directory structure.
  • Intimate knowledge of the entire Implementations process with the ability to help correct and troubleshoot setup related issues.
  • verall knowledge of the inter-workings on Transact, Fifth Third Direct, and Account Access user interface screens to help improve or systematically support when a problem arises.
  • verall understanding of the SQL database tool that houses all ACH information for Account Access with the ability to identify and helps support any problem that could arise.
  • Complete understanding of file layouts in ACH, PSP, LBX, and BAI with the ability to create or assist a customer with importing or mapping problems.
  • Experienced in Microsoft Office applications (i.e. Outlook, Word, PowerPoint, Excel, and Access) With an emphasis on MS Access.
  • Attention to detail and ability to multitask.
  • Analytical thinker and solid decision making skills.
  • Proven problem-solving skills.
  • Minimum of 3-5 years Operations experience.
  • Minimum of a Bachelor's Degree or equivalent work experience.

  • Normal office environment with little exposure to dust, noise, temperature and the like.
  • Extended viewing of CRT screen.

CPS Escalation and Incident Specialist

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.
More Information on Fifth Third Bank
Fifth Third Bank operates in the Fintech industry. The company is located in Cincinnati, OH. Fifth Third Bank was founded in 2022. It has 20258 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 152 open jobs at Fifth Third Bank, click here.
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