Operations

Consumer Operations services all Fifth Third Bank consumer loans, commercial loans, and Bankcard products consisting of consumer loans/leases, Residential First Mortgages, Commercial Loans and Bankcard products.

Our Operations teams are responsible for all servicing activity from new product boarding to payoff or lien release, including: payment processing, escrow activity, homeowner/automobile insurance tracking, investor reporting, Bankcard dispute processing, customer service research, and file management/imaging.

Consumer Operations supports our affiliate network and external investors (Freddie Mac, Fannie Mae, FHA/VA) and works closely with each line of business to deliver high-quality service to our customers.

Commercial Operations is comprised of two distinct divisions that support key business verticals within the Commercial Line of Business; Cash Management is comprised of seven distinct operational functions that support the Treasury Management product suite and deliver revenue of approximately $400MM per year. The Commercial Loan Fulfillment group provides all due diligence, loan documentation, loan boarding and funding for all Commercial Loans, Industrial Revenue Bonds, and International Letters of Credit.

A total of 850 employees located throughout the Midwest, with significant sites in Cincinnati, Ohio and Grand Rapids, Mich., work diligently to serve the Commercial customer base.

The Commercial Support Center provides customer care for Commercial and Business Banking clients who use our Treasury Management solutions and Commercial Loan products. The Support Center, located in Cincinnati, Ohio, handles approximately 400,000 service interactions per year through phone and email channels and includes products like 53 Direct, Account Management and Payments, Lockbox, Cash Vault, and Electronic Deposit Manager.

The Consumer Contact Center services all in-bound customer phone calls and emails regarding consumer products. These products include: Deposit Accounts, Bankcards, Mortgages, Installment Loans, Internet Banking, and Auto BillPayer.

The Consumer Contact Center is located between two sites, Cincinnati, Ohio and Grand Rapids, Mich. The division is made up of a Production Team, a Quality Analysis Group (monitors agent calls to ensure continuous service excellence), and the Work Force Management Team (plans day-to-day schedules and forecasting).

Check Services is comprised of four teams that support the Bank's check and mail processing.

The Item Processing Division processes all paper and image checks received from branches, internal departments, and in clearings from the Federal Reserve Bank and multiple correspondent banks. Depositor Services consists of Returns, Adjustments, and Legal Operations processing to internal departments and all Lines of Business. Mail and Print Services facilitates all interoffice and overnight carrier mail distribution, printing for statements, reports, and statement rendering utilizing high-speed inserters. The Float area manages all check-clearing relationships for the Bank and assists with pricing new clearing partners, while Transportation manages all outsourced courier relationships. Check Services Support and Implementations manages projects for Check Services and Information Technology and leads the Division for mergers and acquisition activities.

The Treasury Management Implementations Division is responsible for on-boarding products and services for commercial clients with cash flow and liquidity management needs via our Treasury Management suite. Products within this suite fall into three main verticals: Receivables management, Payables management, and Healthcare services. The professionals associated with Treasury Management Implementations provide project management service and support for commercial clients that require assistance up to and including transition of existing services to Fifth Third Bank or establishing connectivity for new services. Project management services include utilization of standardized project management methodologies. These key professionals serve as a trusted advisor and coordinator for internal and external partners necessary for enabling the relative products and services and are accountable for the success in the implementations efforts and overall customer satisfaction.

The Strategic Optimization Group (SOG) is primarily responsible for the strategic direction, problem prevention, and customer experience for Central Operations. SOG also provides the leadership to help drive the linkage between these three areas to make measureable improvements to the customer experience index. SOG will identify, design, implement, and/or monitor Lean (process improvement) activities to achieve break-through goals, with a focus on revenue enhancement, loss mitigation, productivity enhancement, reduction of cost of poor quality, enhanced customer experience, and problem prevention and resolution. SOG accomplishes this by developing and driving large-scale key process improvement strategies for Central Operations around these focus areas to achieve measurable productivity and revenue improvements. SOG members help drive innovation by conducting industry/outside best-practice research, making recommendations based on findings to Central Operations leadership, and executing on related improvements to processes.

The Investment Operations Division is comprised of three distinct areas: Brokerage & Insurance Operations, Securities Services/Trust Operations, and Capital Markets/Treasury Operations. These centers of operational excellence support the following lines of business: Private Bank, Fifth Third Securities, Institutional Services, ClearArc Capital, and Capital Markets and Treasury. Through proactive improvement and refinement of our processes, we provide best-in-class customer support that enhances the customer experience and operational efficiencies which enable growth initiatives for our business partners.