Delinquency Solutions Advocate

Fifth Third; United States; On-site; USD 42,000 - 52,000; Full time

Job summary

Fifth Third Bank is seeking a Customer Solutions Advocate in Cincinnati, OH to manage delinquent accounts and provide solutions across consumer products. The role involves dialing to obtain payment commitments, evaluating alternatives to repossessions, and maintaining strong customer relations.

Qualified candidates have a high school diploma, at least one year in collections or customer service, and solid communication and negotiation skills.

Qualifications

• High school diploma or equivalent.
• 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.

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 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 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

Oral and written communication

Intrapersonal skills

Negotiation skills

Conflict management

Customer service excellence

Call center experience

Analytical thinking

Keyboard/data entry

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Fifth Third Bank is seeking a Customer Solutions Advocate in Cincinnati, OH to manage delinquent accounts and provide solutions across consumer products. The role involves dialing to obtain payment commitments, evaluating alternatives to repossessions, and maintaining strong customer relations.

Qualified candidates have a high school diploma, at least one year in collections or customer service, and solid communication and negotiation skills.