Customer Solutions Advocate (Collections)
Key Role Overview
Under direct supervision, this role proposes solutions and documents mid-stage, late-stage, and high-risk delinquent consumer accounts in accordance with departmental, investor, and legal guidelines. The advocate works across multiple consumer products (equity, unsecured, auto, credit card) to contact customers, obtain payment commitments, identify alternatives to repossession or foreclosure, and achieve mutually beneficial resolutions while maintaining risk mitigation and positive customer experience.
What are the Key Responsibilities?
\- Pursue communication with defaulted customers utilizing manual or automated dialing to obtain payment commitments designed to find a mutually beneficial resolution for delinquency.
\- Monitor delinquent accounts to identify, at the earliest opportunity, situations where alternatives to repossessions, bankruptcies, foreclosure, etc. exist.
\- Display effective time management skills to enhance productivity while using multiple system platforms to identify, evaluate, and resolve reasons for delinquency.
\- Skip trace accounts by accessing statements, applications, and third-party vendor services for the purpose of improving customer contact and overall account resolution.
\- Employ conflict management skill set in order to handle escalated situations while staying in compliance with quality assurance procedures and providing outstanding customer service.
\- Multi-task and work independently in a fast-paced environment while reviewing metrics and evaluating performance.
\- Mentor and train peers while functioning as a Customer Solutions subject matter expert.
\- Escalate complaints and/or accounts with unique circumstances to leadership as outlined by the bank's complaint management program.
What are the Required Qualifications?
\- High school diploma or equivalent.
\- Minimum one-year collections, customer service, sales, or customer solutions advocacy experience required.
\- Proficient oral, written, and intrapersonal communication skills; exemplary comprehension, listening, and negotiation skills.
\- Excellent customer service skills with both external and internal customers; attention to detail; excellent conflict management skills.
\- Ability to work in a Call Center environment; basic mathematical and analytical skills.
\- Proficient with computer systems and keyboarding/data entry skills with moderate speed and accuracy; strong experience with Microsoft Office products (Word, Excel, Power. Point, Outlook).
\- Self-motivated, professional with strong organizational and problem-solving skills.
What are the Preferred Qualifications?
\- Experience working with consumer products such as equity, unsecured, auto, and credit card accounts.
\- Experience mentoring or training peers and serving as a subject matter expert.
\- Familiarity with third-party vendor services and skip-tracing techniques.
Compensation & Benefits
\- Base salary not specified; the base salary for this position is reflective of the range of salary levels for the pay grade across the U.S., and individual salaries vary based on role, skillset, experience, education, and geographic location.
\- Comprehensive benefits and Total Rewards programs designed to support physical, financial, emotional, and social well-being. More information: .
Additional Information
\- Location: Grand Rapids, Michigan 49546; position operates in a Call Center environment.
\- Supervisory responsibilities: None.
\- Fifth Third does not accept unsolicited resumes from search firms or staffing agencies that do not have an active agreement; unsolicited resumes will be considered the property of Fifth Third.
\- Fifth Third Bank is an equal opportunity employer and will make reasonable accommodations as required.
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Apply Now
Under direct supervision, this role proposes solutions and documents mid-stage, late-stage, and high-risk delinquent consumer accounts in accordance with departmental, investor, and legal guidelines. The advocate works across multiple consumer products (equity, unsecured, auto, credit card) to contact customers, obtain payment commitments, identify alternatives to repossession or foreclosure, and achieve mutually beneficial resolutions while maintaining risk mitigation and positive customer experience.
What are the Key Responsibilities?
\- Pursue communication with defaulted customers utilizing manual or automated dialing to obtain payment commitments designed to find a mutually beneficial resolution for delinquency.
\- Monitor delinquent accounts to identify, at the earliest opportunity, situations where alternatives to repossessions, bankruptcies, foreclosure, etc. exist.
\- Display effective time management skills to enhance productivity while using multiple system platforms to identify, evaluate, and resolve reasons for delinquency.
\- Skip trace accounts by accessing statements, applications, and third-party vendor services for the purpose of improving customer contact and overall account resolution.
\- Employ conflict management skill set in order to handle escalated situations while staying in compliance with quality assurance procedures and providing outstanding customer service.
\- Multi-task and work independently in a fast-paced environment while reviewing metrics and evaluating performance.
\- Mentor and train peers while functioning as a Customer Solutions subject matter expert.
\- Escalate complaints and/or accounts with unique circumstances to leadership as outlined by the bank's complaint management program.
What are the Required Qualifications?
\- High school diploma or equivalent.
\- Minimum one-year collections, customer service, sales, or customer solutions advocacy experience required.
\- Proficient oral, written, and intrapersonal communication skills; exemplary comprehension, listening, and negotiation skills.
\- Excellent customer service skills with both external and internal customers; attention to detail; excellent conflict management skills.
\- Ability to work in a Call Center environment; basic mathematical and analytical skills.
\- Proficient with computer systems and keyboarding/data entry skills with moderate speed and accuracy; strong experience with Microsoft Office products (Word, Excel, Power. Point, Outlook).
\- Self-motivated, professional with strong organizational and problem-solving skills.
What are the Preferred Qualifications?
\- Experience working with consumer products such as equity, unsecured, auto, and credit card accounts.
\- Experience mentoring or training peers and serving as a subject matter expert.
\- Familiarity with third-party vendor services and skip-tracing techniques.
Compensation & Benefits
\- Base salary not specified; the base salary for this position is reflective of the range of salary levels for the pay grade across the U.S., and individual salaries vary based on role, skillset, experience, education, and geographic location.
\- Comprehensive benefits and Total Rewards programs designed to support physical, financial, emotional, and social well-being. More information: .
Additional Information
\- Location: Grand Rapids, Michigan 49546; position operates in a Call Center environment.
\- Supervisory responsibilities: None.
\- Fifth Third does not accept unsolicited resumes from search firms or staffing agencies that do not have an active agreement; unsolicited resumes will be considered the property of Fifth Third.
\- Fifth Third Bank is an equal opportunity employer and will make reasonable accommodations as required.
Related Job Listings:
\- Finance Jobs Hiring in New York, NY -
\- Jobs Hiring in New York, NY (NYC) -
\- Jobs Hiring in Brooklyn, NY -
\- Jobs Hiring in Bronx, NY -
\- Jobs Hiring in Queens, NY -
\- Jobs Hiring in Staten Island, NY -
Apply Now