Systems Support Specialist

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GENERAL FUNCTION: This position takes incoming calls from Correspondent, Retail and Direct Mortgage employees and provides resolution to any technical issue they may have with the mortgage origination systems. This position also interfaces vendors and Information Technology staff on a daily basis resolving complex customer issues related to the booking of new mortgage loans.

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:

• Within appropriate timeframes, answer users' inquiries via telephone and email in a professional and courteous manner concerning system problems. Diagnose system hardware, software, and operator problems and. instruct end users in the use ofequipment,software, and/or reference materials.
• Serve as a liaison between the user and Information Technology ensuring issue resolution by intervening on user's behalf and maintaining ongoing communications and updates between parties.
• Interface extensively with end users, management, and Information Technology, and occasionally with Data Processing in the resolution or escalation of Mortgage Systems problems.
• Perform triage of incoming calls and exercise appropriate judgment in resolving, transferring, and recommending remedial actions to correct problems based on knowledge of system operation.
• Using available resources, system knowledge, and business and IT partners, troubleshoot and test issues or defects reported and exercise appropriate judgment in escalating problems of a more complex nature to more senior staff and/orInformationTechnology.
• Maintain accurate records, procedures, and call logs for department and management reporting. Properly complete the appropriate defect reports, tickets, or forms used for customer reported issues adhering to departmental policies and procedures.
• Accurately assess and perform mortgage change requests, and setup/changes to vendor, branch, and insurance companies.
• Continually learn and develop knowledge of Mortgage systems, products, and processes.
• Participate in team projects and engagement initiatives, act as a team leader for assigned projects, and mentor and train more junior employees.
• Assumes additional responsibilities as assigned.

SUPERVISORY RESPONSIBILITIES: None.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• High school diploma or equivalent required. Associates degree in related field preferred.
• A minimum of 2 year of customer support, call center, contact center preferred. Previous technology-related industry experience preferred.
• Deadline and task-driven with ability to multi task.
• Excellent verbal and written communication skills.
• Strong analytical, attention to detail, and problem solving skills.
• Good leadership, initiative, and interpersonal skills.
• Ability to work independently, as well as in a team environment.
• Excellent customer service skills.
• Basic knowledge of computer hardware/software concepts and a working knowledge of Microsoft products.
• Basic Mortgage knowledge preferred but not required.

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.