Bilingual (Spanish) - Customer Solutions Advocate (Collections) - Grand Rapids, MI - Full Time

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

Make banking a Fifth Third better®

We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank.

Make banking a Fifth Third better®

We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank.

GENERAL FUNCTION: Under moderate supervision, explores possible solutions using English and Spanish languages and documents delinquent accounts in accordance with departmental, investor, and legal guidelines, ensuring attainment of the company’s commitments.

Promote meaningful and positive payment experiences through relevant and informed conversations using English and Spanish languages with customers regarding solutions available to mitigate losses on various consumer products, utilizing multiple systems. Reviews potential solutions on all non-mortgage and/or auto products, utilizing multiple systems. May provide solutions using English and Spanish languages on early, mid, or late stages (up to charge-off) of delinquency to include loss mitigation, foreclosures, repossessions, pre charge-off, charge-off, recovery, bankruptcy, and Agency liaison departments. Position has direct impact to prevent bank losses while providing an exceptional customer experience.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined, while advocating on the customer’s behalf. Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

Essential Duties And Responsibilities

• Executes department strategy plan to review solutions using Spanish and English languages on early and/or later stage delinquent customer accounts across multiple products.
• Performs extensive skip tracing, and conducts research and accesses credit bureau information, bank statements, applications, and third-party vendor services to assist in interpreting data to achieve customer contact using Spanish and English languages.
• Successfully completes assigned projects and/or documents efforts using business-related applications such as ACE, CACS, BRAVO, CCLM, Amtrac and Excel.
• Recommends additional actions for early and/or later stage accounts with leadership assistance.
• Utilizes loss mitigation solutions to reduce losses and promote continued business when applicable.
• Identifies, evaluates, diagnoses, and resolves reasons for delinquency using Spanish and English languages.
• Works with internal departments to achieve common goals, while working in compliance with Fifth Third Quality Assurance guidelines.
• Escalates calls and/or problem accounts to leadership, repossession, legal or outside agencies as appropriate.
• Works with leadership to ensure the complaint management process and reporting is within adherence with the Complaint Management program.
• Serves as a champion in classroom or virtual training to present materials and check for understanding and compliance adherence.
• Continually look for ways to improve the performance of the department by identifying and implementing work efficiencies through process improvement techniques, working with leadership and business partners.
• Provides supporting documents and information to Audit and applicable regulators.
• Supports with projects, focus groups, and continuous improvement

SUPERVISORY RESPONSIBILITIES: None.

Minimum Knowledge, Skills And Abilities Required

• High school diploma or equivalent.
• Must be fluent in English and Spanish languages.
• Minimum two year of collections, customer service, sales or customer solutions advocacy experience required.
• Proficient oral, written, and intrapersonal communication skills
• Exemplary skills in comprehension, listening, negotiating and managing consultative conversations.
• Excellent customer service skills with both external and internal customers
• Agility in adapting to change. Responds promptly to shifts in direction, priorities, and schedules; demonstrates agility in accepting new ideas, approaches and/or methods.
• Effective in managing multiple priorities and tasks in fast-pace environment; modifies customer solution methods or strategies based on customer needs.
• Ability to work in a call center environment
• Strong mathematical and analytical skills
• Proficient with computer systems and keyboarding / data entry skills with moderate speed and accuracy.
• Strong experience with Microsoft office products, such as Word, Excel, PowerPoint, and Outlook.
• Self-motivated, professional with strong organizational and problem-solving skills
• Prioritize calls and time throughout the day to ensure efficiency and effectiveness
• Strives for self-awareness; respect and embrace differences in the perspectives and diversity of others.

Bilingual (Spanish) - Customer Solutions Advocate (Collections) - Grand Rapids, MI - Full Time

At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.

The base salary for this position is reflective of the range of salary levels for all roles within 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 our employees and their families, encompassing physical, financial, emotional and social well-being. You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner.

LOCATION -- Grand Rapids, Michigan 49546

Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting. Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third. Any unsolicited resumes – no matter how they are submitted – will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.

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.