Bilingual Customer Solutions Advocate — Spanish/English

Fifth Third Bank; United States; On-site; USD 36,000 - 52,000; Full time

Job summary

Fifth Third Bank in Grand Rapids, MI is seeking a bilingual Customer Solutions Advocate to support delinquent account recovery across multiple consumer products. You will use English and Spanish to discuss loss mitigation options, perform skip tracing, and document activities in key systems, maintaining a strong focus on service.

You will collaborate with internal teams, escalate complex cases when needed, and contribute to training efforts while upholding risk and compliance standards.

Qualifications

• High school diploma or equivalent.
• Must be fluent in English and Spanish.
• Minimum two years of collections, customer service, sales or advocacy experience.
• Proficient oral, written, and intrapersonal communication skills.
• Excellent customer service with external and internal customers.
• Strong multitasking in a fast-paced environment.

Responsibilities

• Executes strategy to review Spanish/English delinquent accounts across products.
• Performs skip tracing and researches data to contact customers.
• Completes projects using ACE, CACS, BRAVO, CCLM, Amtrac and Excel.
• Recommends actions for early/later stage accounts with leadership help.
• Uses loss mitigation to reduce losses and promote business.
• Identifies and resolves delinquency reasons in bilingual conversations.
• Escalates calls to leadership or outside agencies as appropriate.
• Supports complaint management and reporting compliance.

Skills

Fluent English

Fluent Spanish

Customer service

Communication skills

Negotiation

Analytical skills

Microsoft Office

Call center experience

Education

High school diploma or equivalent

Tools

ACE

CACS

BRAVO

CCLM

Amtrac

Excel

Job description

Fifth Third Bank in Grand Rapids, MI is seeking a bilingual Customer Solutions Advocate to support delinquent account recovery across multiple consumer products. You will use English and Spanish to discuss loss mitigation options, perform skip tracing, and document activities in key systems, maintaining a strong focus on service.

You will collaborate with internal teams, escalate complex cases when needed, and contribute to training efforts while upholding risk and compliance standards.