Consumer Recovery Manager

Fifth Third; Frisco (TX); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Fifth Third is seeking a Consumer Recovery Manager in Frisco, TX. You will provide departmental leadership for customer-focused recovery initiatives, oversee staff performance, and collaborate with risk partners to ensure compliance and effective operations.

The role emphasizes coaching, process improvement, and ensuring best-in-class customer experiences while managing risk and regulatory requirements.

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.
• Excellent verbal and written communication skills.
• Strong experience with Microsoft Office products (Word, Excel, PowerPoint, Outlook).
• Proven leadership skills, initiative, detail orientation, analytical skills, and decisive decision-making.

Responsibilities

• Provide departmental leadership for cross-functional teams to meet customer service and productivity goals.
• Plan, assign, and monitor workflow to ensure efficiency and regulatory compliance.
• Act as SME with risk partners and external auditors; oversee issues management.
• Support third-party vendors to ensure quality, SLAs, and SOW compliance.
• Lead change management for strategic initiatives and drive risk-aware operations.
• Prepare annual performance reviews and guide staffing and development.

Skills

Supervisory experience

Collections experience

Customer service

Operations

Leadership

Analytical skills

MS Office

Education

High school diploma

Bachelor's degree preferred

Job description

## Consumer Recovery ManagerApply: Frisco, TX: Cincinnati, OH: Grand Rapids, MI: Full time: Posted Today: End Date: November 30, 2026 (30+ days left to apply): R73297**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:**Provides leadership to assigned department so overall departmental customer service and productivity goals are met or exceeded. Focuses on resolving issues, and processing functions in a customer centric manner. Responsible for centralized administration of Customer Solution-wide programs, communications, and reporting primarily related to: Associate Recruiting, Hiring, Training, Policy and Procedures, Coaching & Employee Engagement and Enterprise Initiatives.Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. 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:*** Responsible for department leadership with oversight of cross functional team of nonexempt/exempt staff and contract employees. Evaluate employee performance and provides coaching and guidance monthly.* Plans, assigns, and monitors the workflow to maintain optimum efficiency and effectiveness and compliance with all technical and regulatory requirements.* Acts as subject matter expert in collaborating with risk partners and external auditors. Responsible for oversight of issues management to close process gaps and remediate accounts as necessary.* Supports third party vendors to manage workflow and ensure full compliance with quality, SLAs, and SOW as applicable.* Champions change management of strategic initiative implementation.* Continually reviews department and bank processes, procedures, and policies and inspects processes and identifies risk exposure to the Bancorp and customers.* Resolves escalated customer or service issues to provide best in class service expectations.* Identifies staff training and development needs for exempt and nonexempt teammates.* Prepares annual performance reviews in an honest and impartial manner recommending salary increases and promotions as appropriate.* Performs any other duties as assigned.**SUPERVISORY RESPONSIBILITIES:*** Exercises leadership as well as technical supervision of the assigned employee group through:* Performs personnel tasks for the team such as exception time reporting and monthly performance reviews.* Prepares annual performance reviews in an honest and impartial manner recommending salary increases and promotions as appropriate.* Responsible for providing employees timely, candid, and constructive performance feedback.* Identifies staff training and development needs for exempt and non-exempt teammates.* Developing employees to their fullest potential and provide challenging opportunities that enhance employee career growth.* Developing the appropriate talent pool to ensure adequate bench strength and succession planning* Recognizing and rewarding employees for accomplishments.* Administers all human resource policies and procedures in a fair and consistent manner.* Ensures training issues are identified and remedial steps implemented to ensure staff is adequately trained.* Manages the hiring/selection process, making recommendations to senior leadership for candidates.**MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:**High school diploma required. Bachelor's degree preferred.Minimum 3 year supervisory/lead experience requiredMinimum 3 years collections, customer service, operations, or equivalent experience requiredExcellent verbal and written communication skills. Strong experience with Microsoft office products, such as Word, Excel, PowerPoint and Outlook. Proven leadership skills, initiative, a detail orientation, strong analytical skills, and decisive decision-making skills. Verified ability to work in a team environment, presenting a professional image and commanding the respect of staff, peers, and senior management. Demonstrated thorough knowledge of loan collection policies, procedures, and activities. General knowledge of collection laws, regulations, principles of credit lending, and risk management. Established ability to work independently and problem solve.Ability to pivot based on business need.Consumer Recovery Manager