Delinquency Solutions Advocate

Fifth Third Bank; Madisonville (KY); On-site; USD 42,000 - 56,000; Full time

Job summary

Fifth Third Bank in Cincinnati, OH seeks a Customer Solutions Advocate for Collections for RV and Marine. You will pursue contact with defaulted customers to obtain payment commitments and explore mutually beneficial resolutions for delinquency.

You will monitor accounts, use multiple systems, and escalate complex cases to leadership while mentoring peers. Excellent communication and negotiation skills are essential in a fast-paced call center environment.

Qualifications

• Minimum one-year collections, customer service, sales, or customer solutions advocacy experience.
• 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 QA 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

Collections experience

Customer service

Negotiation skills

Communication skills

Call center experience

Attention to detail

Analytical skills

Problem-solving

Microsoft Office

Education

High school diploma or equivalent

Job description

Fifth Third Bank in Cincinnati, OH seeks a Customer Solutions Advocate for Collections for RV and Marine. You will pursue contact with defaulted customers to obtain payment commitments and explore mutually beneficial resolutions for delinquency.

You will monitor accounts, use multiple systems, and escalate complex cases to leadership while mentoring peers. Excellent communication and negotiation skills are essential in a fast-paced call center environment.