Collections Solutions Specialist

Fifth Third; Cincinnati, Northern (OH, KY); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Fifth Third in Cincinnati, OH seeks a Customer Solutions Advocate to propose solutions for delinquent accounts across consumer products. You will communicate with defaulted customers, monitor accounts, and document actions across systems to reduce risk while maintaining a positive customer experience.

The role emphasizes negotiation, attention to detail, and teamwork in a fast-paced call center environment. Requires one year in collections or customer solutions and proficiency with MS Office.

Qualifications

• High school diploma or equivalent required.
• 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, such as Word, Excel, PowerPoint, and Outlook.

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 situations where alternatives to repossessions, bankruptcies, foreclosure, etc. exist.
• Display effective time management to enhance productivity using multiple system platforms to resolve delinquency reasons.
• Skip trace accounts by accessing statements, applications, and third-party services for improving contact and resolution.
• Mentor and train peers while acting 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.

Skills

Communication skills

Customer service

Conflict management

Time management

Data entry

Call center experience

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Fifth Third in Cincinnati, OH seeks a Customer Solutions Advocate to propose solutions for delinquent accounts across consumer products. You will communicate with defaulted customers, monitor accounts, and document actions across systems to reduce risk while maintaining a positive customer experience.

The role emphasizes negotiation, attention to detail, and teamwork in a fast-paced call center environment. Requires one year in collections or customer solutions and proficiency with MS Office.