Customer Lending Collections Lead

Fifth Third Bank; Frisco (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

Fifth Third Bank in Frisco, Texas seeks a Customer Solutions Team Leader to supervise a team handling delinquent accounts, ensuring compliance with policies and regulatory guidelines, and driving service excellence.

The role emphasizes coaching, productivity monitoring, and risk management while supporting cross-functional partners and maintaining high-quality customer outcomes in a fast-paced environment.

Qualifications

• High school diploma or equivalent required. College degree preferred.
• Minimum 2 years supervisory/lead experience required.
• Minimum 2 years collections, customer service, or operations experience required.
• Proven leadership skills.
• Demonstrated ability to work in a team environment.
• Excellent verbal and written communication skills.
• Strong problem solving and organizational skills.
• Experience with Microsoft products, such as Word, Excel, PowerPoint, and Outlook.

Responsibilities

• Coordinates and supervises day-to-day work processes in the Customer Solutions department.
• Monitors productivity within the workflow and quality on individual and team levels; provides feedback to senior leadership.
• Provides coaching and feedback to staff through team huddles, one-on-ones, side-by-sides, and call reviews.
• Collaborates with business partners to ensure quality monitoring and contact strategies comply with state and regulatory requirements.
• Identifies opportunities for best practices in scheduling, adherence, and real-time management to meet service goals and KPIs.
• Develops employee skills by identifying trends and creating action plans to improve performance.
• Promotes teamwork and cross-training opportunities.
• Ensures required training is completed and policies followed; supports department procedures.
• Looks for process improvements to enhance department performance.
• Performs other duties as assigned.

Skills

Leadership

Supervisory experience

Customer service

Communication skills

Microsoft Office

Problem solving

Teamwork

Data entry / systems

Education

High school diploma or equivalent

College degree preferred

Tools

CRM software

Microsoft Excel

Job description

Fifth Third Bank in Frisco, Texas seeks a Customer Solutions Team Leader to supervise a team handling delinquent accounts, ensuring compliance with policies and regulatory guidelines, and driving service excellence.

The role emphasizes coaching, productivity monitoring, and risk management while supporting cross-functional partners and maintaining high-quality customer outcomes in a fast-paced environment.