Delinquency Solutions Advocate

Fifth Third Bank; Grand Rapids (MI); On-site; USD 42,000 - 54,000; Full time

Job summary

Fifth Third Bank in Grand Rapids, MI seeks a Customer Solutions Advocate (Collections) to engage with defaulted customers, negotiate payment commitments, and explore alternatives to drastic remedies. The role emphasizes compliance, efficiency, and high service standards in a fast-paced call center.

You will work with multiple systems to resolve delinquency while maintaining professional communication with customers and internal teams.

Qualifications

• 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

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 bank's procedures 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 Solutions subject matter expert
• Escalate complaints and/or accounts with unique circumstances to leadership as outlined by the bank’s complaint management program

Skills

Communication skills

Negotiation

Customer service

Attention to detail

Conflict management

Call center environment

Microsoft Office

Education

High school diploma or equivalent

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

Job description

Fifth Third Bank in Grand Rapids, MI seeks a Customer Solutions Advocate (Collections) to engage with defaulted customers, negotiate payment commitments, and explore alternatives to drastic remedies. The role emphasizes compliance, efficiency, and high service standards in a fast-paced call center.

You will work with multiple systems to resolve delinquency while maintaining professional communication with customers and internal teams.