Delinquency Resolution Specialist

Fifth Third Bank; Grand Rapids (MI); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Comprehensive benefits

Differentiated compensation offerings

Job summary

Fifth Third Bank in Grand Rapids, MI is seeking a Financial Guidance Counselor to advise delinquent customers and present loss mitigation options while upholding regulatory guidelines. This role focuses on resolving defaults with empathy and achieving favorable outcomes for customers and investors.

Under moderate supervision you will manage calls, document interactions, and collaborate with teams to ensure accurate, timely resolutions and compliance with bank policies and QA procedures.

Qualifications

• High School Diploma or equivalent required.
• Minimum one-year collection experience, including knowledge of basic default timelines/procedures.
• Knowledge of bank-owned, investor and insurer guidelines for consumer lending.
• Excellent written and verbal communication, comprehension, listening and negotiation skills.
• Ability to meet deadlines and work independently with medium level of supervision.
• Strong analytical, problem solving and mathematical skills to be used in financial counseling, evaluation, and interpretation of complex information.

Responsibilities

• Pursue communication with defaulted customers utilizing manual or automated dialing to obtain payment commitments designed to find a mutually beneficial resolution for delinquency
• Assist in identifying, negotiating. and pursuing the appropriate loss mitigation option to best maximize customer satisfaction and investor return by offering alternative financial solutions
• Provide proper and timely responses to customer correspondence in compliance with company, state and federal guidelines
• Record all customer communication efforts via the internal system of record ensuring that all accounts are called and noted accurately
• Display effective time management skills to enhance productivity while using multiple system platforms to identify, evaluate, and resolve reasons for delinquency
• Pursue resolution on referrals of non-delinquent customers who request alternatives to allow ownership retention
• Overcome objections and employ conflict management strategies 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

Skills

Communication skills

Negotiation

Analytical thinking

Time management

Education

High School Diploma

Job description

Fifth Third Bank in Grand Rapids, MI is seeking a Financial Guidance Counselor to advise delinquent customers and present loss mitigation options while upholding regulatory guidelines. This role focuses on resolving defaults with empathy and achieving favorable outcomes for customers and investors.

Under moderate supervision you will manage calls, document interactions, and collaborate with teams to ensure accurate, timely resolutions and compliance with bank policies and QA procedures.