Delinquency Solutions Specialist

Fifth Third Bank; Grand Rapids (MI); On-site; USD 42,000 - 62,000; Full time

Job summary

Fifth Third Bank in Grand Rapids, MI is hiring a Customer Solutions Advocate (Collections) to propose solutions for delinquent accounts and document actions in line with policies. You will work across consumer products including equity, unsecured, auto, and credit card to minimize risk and recover payments.

You will handle calls, negotiate commitments, skip trace, and mentor peers while maintaining compliance and delivering strong customer service.

Qualifications

• High school diploma or equivalent.
• 1+ year in collections, customer service, or related advocacy experience.
• Excellent verbal and written communication skills.
• Strong negotiation and conflict management abilities.
• Ability to work in a fast-paced call center environment.
• Proficiency with MS Office (Word, Excel, Outlook).

Responsibilities

• Pursue contact with defaulted customers to obtain payment commitments.
• Identify early delinquency signals and explore alternatives to repossession or bankruptcy.
• Skip trace using statements, applications, and third-party services to improve contact and resolution.
• Escalate special cases to leadership per bank procedures while maintaining compliance.
• Mentor peers and act as a subject-matter expert in Customer Solutions.
• Maintain accurate documentation and monitor performance metrics.

Skills

Collections experience

Customer service

Communication skills

Conflict management

Call center

Microsoft Office

Education

High school diploma

Tools

Microsoft Office

Job description

Fifth Third Bank in Grand Rapids, MI is hiring a Customer Solutions Advocate (Collections) to propose solutions for delinquent accounts and document actions in line with policies. You will work across consumer products including equity, unsecured, auto, and credit card to minimize risk and recover payments.

You will handle calls, negotiate commitments, skip trace, and mentor peers while maintaining compliance and delivering strong customer service.