Systems Support Specialist

Welcome to the Systems Support Specialist role at Fifth Third Bank. This position handles technical system issues for mortgage origination staff and provides first‑line technical support to Retail and Direct Mortgage employees.

• Answer user inquiries via telephone and e‑mail in a professional and courteous manner concerning system problems.
• Diagnose system hardware, software, and operator problems and instruct end users in the use of equipment, software, and reference materials.
• Serve as a liaison between the user and Information Technology, ensuring issue resolution by intervening on the user’s behalf and maintaining ongoing communications and updates.
• Interface extensively with end users, management, and Information Technology, and occasionally with Data Processing in the resolution or escalation of desktop related 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.
• Use available resources, system knowledge, and business and IT partners to troubleshoot and test issues or defects reported, and exercise appropriate judgment in escalating problems of a more complex nature to more senior staff and Information Technology.
• 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 set up/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.
• Assume additional responsibilities as assigned.

• High school diploma or equivalent required. Associates degree in related field preferred.
• Minimum of 2 years of customer support, call center, or contact center experience 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.

Base salary for this position is reflective of the range of salary levels for all roles in this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education, and geographic location. Our extensive benefits programs are designed to support the individual needs of employees and families, encompassing physical, financial, emotional, and social well‑being.

You can learn more about those programs on our  Careers page at

Location:

Cincinnati, Ohio.

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.