Bilingual Collections Solutions Advocate — English & Spanish

Fifth Third Bank; Grand Rapids (MI); On-site; USD 42,000 - 66,000; Full time

Job summary

Fifth Third Bank in Grand Rapids, MI is seeking a Bilingual Customer Solutions Advocate (Collections). You will engage with customers in English and Spanish to mitigate losses on delinquent accounts and provide compliant, empathetic service.

This role requires collaboration with internal teams, use of loss mitigation strategies, and participation in training to uphold quality standards while delivering a positive customer experience.

Qualifications

• Must be fluent in English and Spanish.
• Minimum two years of collections, customer service, sales or customer solutions advocacy experience.
• High school diploma or equivalent.
• Proficient with Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Strong communication and problem-solving skills.
• Ability to work in a call center environment.

Responsibilities

• Executes department strategy plan to review solutions using Spanish and English languages on early and/or later stage delinquent accounts across multiple products.
• Performs extensive skip tracing, and conducts research using credit bureau information and bank statements to interpret data and contact customers in Spanish and English.
• Uses business applications such as ACE, CACS, BRAVO, CCLM, Amtrac and Excel to document efforts and progress.
• Recommends additional actions for early and/or later stage accounts with leadership assistance.
• Utilizes loss mitigation solutions to reduce losses and promote recovery of balances.
• Identifies, evaluates, diagnoses, and resolves reasons for delinquency in bilingual interactions.
• Works with internal departments to meet goals while complying with QA guidelines.
• Escalates calls and/or accounts to leadership or outside agencies as appropriate.
• Contributes to complaint management and reporting processes and supports training activities.
• Identifies opportunities for process improvements with leadership and partners.

Skills

Bilingual English-Spanish

Collections experience

Customer service

Strong communication

Call center

Microsoft Excel

Education

High school diploma

Tools

ACE

CACS

BRAVO

CCLM

Amtrac

Excel

Job description

Fifth Third Bank in Grand Rapids, MI is seeking a Bilingual Customer Solutions Advocate (Collections). You will engage with customers in English and Spanish to mitigate losses on delinquent accounts and provide compliant, empathetic service.

This role requires collaboration with internal teams, use of loss mitigation strategies, and participation in training to uphold quality standards while delivering a positive customer experience.