Delinquency Solutions Specialist

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

Job summary

Fifth Third Bank seeks a Customer Solutions Advocate to handle mid-stage, late-stage and high-risk delinquent accounts. Under supervision, you will propose solutions across consumer products, documenting actions and ensuring compliance while protecting customers and the bank.

You will pursue payment commitments, monitor accounts, and resolve delinquencies using multiple systems in a fast-paced environment. Strong communication and conflict-management skills are essential.

Qualifications

• Minimum one-year collections, customer service, sales, or customer solutions advocacy experience.
• Strong oral, written, and intrapersonal communication skills.
• Excellent customer service skills with both external and internal customers.
• Ability to work in a Call Center environment.
• Proficient with computer systems and data entry with moderate speed and accuracy.

Responsibilities

• Pursue communication with defaulted customers utilizing dialing to obtain payment commitments and mutually beneficial resolutions.
• Monitor delinquent accounts to identify opportunities to avoid repossession or bankruptcy.
• Display time-management to enhance productivity across multiple systems.
• Skip trace accounts by accessing statements, applications, and third-party vendor services.
• Employ conflict management skills to handle escalated situations per QA procedures.
• Multi-task and work independently in a fast-paced environment while reviewing metrics.
• Mentor and train peers as a Customer Solutions subject matter expert.
• Escalate complaints and/or accounts with unique circumstances to leadership as outlined by the program.

Skills

Communication skills

Negotiation skills

Customer service

Call Center experience

Attention to detail

Microsoft Office

Education

High school diploma or equivalent

Tools

Microsoft Office (Word, Excel, PowerPoint, Outlook)

Job description

Fifth Third Bank seeks a Customer Solutions Advocate to handle mid-stage, late-stage and high-risk delinquent accounts. Under supervision, you will propose solutions across consumer products, documenting actions and ensuring compliance while protecting customers and the bank.

You will pursue payment commitments, monitor accounts, and resolve delinquencies using multiple systems in a fast-paced environment. Strong communication and conflict-management skills are essential.