Consumer Recovery Leader - Risk & Customer Experience

Fifth Third Bank; Cincinnati (OH); On-site; USD 90,000 - 130,000; Full time

Job summary

Fifth Third Bank in Frisco, Texas is seeking a Consumer Repossession Manager to lead a cross-functional team and ensure compliant, high-quality collections operations. The role emphasizes risk management, policy adherence, and coaching for staff performance.

You will drive process improvements, collaborate with risk partners and auditors, and oversee vendor relations while delivering strong customer outcomes and staff development in a dynamic banking environment.

Qualifications

• High school diploma required; bachelor's degree preferred.
• Minimum 3 years collections, customer service, operations, or equivalent experience required.
• Excellent verbal and written communication skills.
• Proven leadership skills, initiative, attention to detail, strong analytical and decisive decision-making.
• Ability to work in a team and command respect of staff and management.
• Knowledge of loan collection policies, procedures and activities.
• General knowledge of collection laws, regulations, credit lending, and risk management.
• Ability to work independently and solve problems.
• Ability to pivot based on business need.

Responsibilities

• Provide department leadership with oversight of cross-functional staff and contractors.
• Plan, assign, and monitor workflow for efficiency and regulatory compliance.
• Serve as SMEs in collaboration with risk partners and auditors; oversee issues management.
• Support third-party vendors to ensure quality and SLA adherence.
• Champion change management of strategic initiatives.
• Identify risk exposures and proactively improve processes.
• Resolve escalated customer or service issues for best-in-class service.
• Identify staff training needs and performance development.
• Prepare annual employee performance reviews and salary recommendations.

Skills

Leadership

Communication

MS Office

Team management

Credit policies

Education

Bachelor's degree preferred

Tools

Microsoft Office

Job description

Fifth Third Bank in Frisco, Texas is seeking a Consumer Repossession Manager to lead a cross-functional team and ensure compliant, high-quality collections operations. The role emphasizes risk management, policy adherence, and coaching for staff performance.

You will drive process improvements, collaborate with risk partners and auditors, and oversee vendor relations while delivering strong customer outcomes and staff development in a dynamic banking environment.