Consumer Recovery Leader - Customer Experience & Risk

Fifth Third; United States; On-site; USD 70,000 - 100,000; Full time

Job summary

Fifth Third Bank seeks a Consumer Recovery Manager to lead a multi-site team in Frisco, TX, focusing on resolving complex recovery cases and improving customer outcomes. You will drive process improvements, ensure regulatory compliance, and collaborate with risk partners to manage escalation workflows.

This role emphasizes leadership, coaching, and performance reviews, with a strong emphasis on teamwork, policy adherence, and delivering best-in-class service while aligning with enterprise risk

Qualifications

• High school diploma required.
• Bachelor's degree preferred.
• Minimum 3 year supervisory/lead experience required.
• Minimum 3 years collections, customer service, operations, or equivalent experience required.
• Excellent verbal and written communication skills.
• Proven leadership skills, initiative, attention to detail, analytical and decisive decision-making.

Responsibilities

• Provide departmental leadership with oversight of cross-functional staff and contract employees.
• Evaluate employee performance and provide coaching monthly.
• Plan, assign, and monitor workflow to maintain efficiency and regulatory compliance.
• Act as SME with risk partners and external auditors.
• Oversee issues management to close gaps and remediate accounts.
• Support third party vendors to ensure quality, SLAs, and SOW compliance.
• Champion change management for strategic initiatives.

Skills

Leadership

Communication skills

Team collaboration

Problem solving

Office software

Education

High school diploma

Bachelor's degree preferred

Tools

Microsoft Office

Job description

Fifth Third Bank seeks a Consumer Recovery Manager to lead a multi-site team in Frisco, TX, focusing on resolving complex recovery cases and improving customer outcomes. You will drive process improvements, ensure regulatory compliance, and collaborate with risk partners to manage escalation workflows.

This role emphasizes leadership, coaching, and performance reviews, with a strong emphasis on teamwork, policy adherence, and delivering best-in-class service while aligning with enterprise risk