Customer Solutions Advocate Collections RV-Marine

Fifth Third Bank; Cincinnati (OH); On-site; USD 42,000 - 64,000; Full time

Job summary

Fifth Third Bank in Cincinnati, OH is seeking a Customer Solutions Advocate for Collections RV-Marine. Under supervision, you will pursue payment commitments from delinquent customers across consumer products and document progress in multiple systems.

This role emphasizes risk-aware problem solving, negotiation, and high-quality customer service in a fast-paced call center environment, with opportunities to mentor peers and escalate cases as needed.

Qualifications

• High school diploma or equivalent.
• Minimum one year in collections, customer service, sales, or advocacy.
• Strong communication, negotiation, and listening skills.
• Proficiency with Microsoft Office and data entry.
• Ability to work in a Call Center environment.

Responsibilities

• Pursue communication with defaulted customers utilizing dialing to obtain payment commitments.
• Monitor delinquent accounts to identify alternatives to repossessions or bankruptcies.
• Display effective time management to enhance productivity across multiple systems.
• Skip trace accounts by accessing statements and third-party services for better resolution.
• Mentor and train peers while acting as a Customer Solutions SME.

Skills

Collections

Customer Service

Negotiation

Conflict Management

Call Center

Data Entry

Microsoft Office

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

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

Under direct supervision , proposes possible solutions and documents Mid-Stage, Late Stage and High-Risk delinquent accounts in accordance with departmental, investor, and legal guidelines, ensuring attainment of company commitments. Provides solutions on multiple consumer products including equity, unsecured, auto, and credit card, utilizing multiple systems.

Accountable for risk mitigation 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 Banks risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES AND 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, at the earliest opportunity, situations where alternatives to repossessions, bankruptcies, foreclosure, etc. exist
• Display effective time management skills to enhance productivity while using multiple system platforms to identify, evaluate, and resolve reasons for delinquency
• Skip trace accounts by accessing statements, applications, and third-party vendor services for the purpose of improving customer contact and overall account resolution
• Employ conflict management skill set, in order to handle escalated situations, while staying in compliance with the Fifth Third Quality Assurance Procedure and providing outstanding customer service
• Multi-task and work independently in a fast-paced environment while reviewing metrics and evaluating performance
• Mentor and train peers while functioning as a Customer Solution's subject matter expert
• Escalate complaints and/or accounts with unique circumstances to leadership as outlined by the bank's complaint management program

SUPERVISORY RESPONSIBILITIES

None.

MINIMUM KNOWLEDGE & SKILLS REQUIRED

• High school diploma or equivalent
• 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.
• Self-motivated, professional with strong organizational and problem-solving skills

Customer Solutions Advocate Collections RV-Marine

At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.

The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location.

Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being. You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner.

LOCATION -- Cincinnati, Ohio 45227