Collections Representative II--Onsite

Fifth Third Bank; Frisco (TX); On-site; USD 36,000 - 48,000; Full time

Job summary

Fifth Third Bank in Frisco, Texas is hiring a Collections Representative II to work onsite at 17 Cowboy Way. You will communicate with delinquent customers, evaluate payment options, and coordinate with internal teams to resolve accounts and reduce losses.

Key requirements include 1–2 years in collections or customer service, strong communication, and proficiency with Microsoft Office; bilingual Spanish is a plus.

Qualifications

• High School diploma or equivalent.
• 1-2 years of Collections and Customer Service Experience.
• Strong organizational skills and attention to detail.
• Excellent written and verbal communication skills.
• High-level proficiency in Microsoft Suite.
• Ability to multitask, prioritize projects, and report to several managers.
• Desire to work in an entrepreneurial but highly professional culture.

Responsibilities

• Communicates with early stage delinquent customers via outbound calls/emails/texts to resolve delinquency and reduce losses.
• Promptly handles inbound customer calls/emails/texts related to delinquency, hardship, complaints, or loan issues.
• Communicates with third-party servicers for account changes or adjustments.
• Resolves escalated complaint issues not related to product performance via phone or email.
• Performs skip tracing as needed to locate delinquent customers.
• Documents all customer interactions with concise account notes.
• Adheres to Dividend policies and applicable regulations.

Skills

Customer service

Communication skills

Organizational skills

Multitasking

Independent work

Team collaboration

Education

High School diploma

Tools

Salesforce

CRM

Microsoft Office

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.

This position is onsite at our 5/3 Star Tower location @ 17 Cowboy Way, Frisco, Texas. We are not able to have a remote work arrangement for these roles.

General Function

The Loan Resolution Specialists work hand-in-hand across multiple departments including legal, compliance, operations, customer support and servicing. Providing the highest quality customer service while working with our customers to identify and remedy any issues that may arise.

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

Essential Duties & Responsibilities

• Communicates with early stage delinquent customers via outbound collection calls/emails/texts to resolve delinquency and reduce losses; recommends appropriate payment programs where applicable to assist customers experiencing a financial hardship
• Promptly handles inbound customer calls/emails/texts directly or transferred from third-party sub-servicer related to delinquency, hardship, complaints, system shut-off, or loan assumptions
• Communicates as necessary to third-party servicer account changes or required adjustments
• Confers with existing customers by telephone and/or email in an attempt to resolve escalated complaint issues not related to product/contractor performance
• Performs skip tracing activities as needed to locate and contact delinquent customers
• Document all customer interactions/account activities with concise and detailed account notes
• Adhere to all Dividend policies and procedures, including State and Federal collection regulations
• Other projects and duties as assigned

SUPERVISORY RESPONSIBILITIES:

None

Minimum Knowledge & Skills Required

• High School diploma or equivalent
• 1-2 years of Collections and Customer Service Experience
• Strong organizational skills and attention to detail
• Excellent written and verbal communication skills
• High-level proficiency in Microsoft Suite
• Ability to multitask, prioritize projects, and report to several managers
• A high level of enthusiasm, collegial attitude, and a willingness to perform a wide range of tasks
• Ability to work independently as well as collaboratively
• Desire to work in an entrepreneurial but highly professional culture

Experience With Salesforce Preferred

• Bilingual- Spanish preferred

Collections Representative II--Onsite

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. In addition to the base salary, this role is eligible to participate in an incentive compensation plan, with any such payment based upon company, line of business and/or individual performance.

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 -- Frisco, Texas 75034

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.