Delinquency Solutions Specialist

Fifth Third; Grand Rapids, Northern (MI, KY); Hybrid; USD 35,000 - 52,000; Full time

Job summary

Fifth Third Bank in Grand Rapids, MI seeks a Customer Solutions Advocate to support collections across mid-stage, late-stage and high-risk delinquency accounts. You will propose solutions on consumer products, document actions, and help mitigate risk while maintaining a positive customer experience.

The role requires strong communication, negotiation, and analytical skills, with a detail-focused approach and the ability to work in a fast-paced call-center environment.

Qualifications

• High school diploma or equivalent required.
• Minimum one year in collections, customer service, sales, or advocacy experience.
• Proficient oral, written, and intrapersonal communication skills.
• Excellent customer service skills with external and internal customers.
• Attention to detail and strong negotiation abilities.
• Ability to work in a Call Center environment.
• Basic mathematical and analytical skills.
• Proficient with computer systems and data entry with moderate speed and accuracy.
• Strong experience with Microsoft Office products (Word, Excel, PowerPoint, Outlook).

Responsibilities

• Pursue communication with defaulted customers to obtain payment commitments.
• Monitor delinquent accounts to identify alternatives to repossessions, bankruptcies, or foreclosure.
• Display time-management skills using multiple system platforms to resolve delinquency reasons.
• Skip trace accounts to improve contact and resolution.
• Handle escalated situations while complying with QA procedures and delivering excellent service.
• Multi-task in a fast-paced environment and review performance metrics.
• Mentor peers and serve as a Customer Solutions SME.
• Escalate unique cases to leadership per bank policies.

Skills

Collections experience

Communication skills

Negotiation skills

Customer service

Attention to detail

Conflict management

Call Center environment

Data entry

Analytical thinking

Microsoft Office

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Fifth Third Bank in Grand Rapids, MI seeks a Customer Solutions Advocate to support collections across mid-stage, late-stage and high-risk delinquency accounts. You will propose solutions on consumer products, document actions, and help mitigate risk while maintaining a positive customer experience.

The role requires strong communication, negotiation, and analytical skills, with a detail-focused approach and the ability to work in a fast-paced call-center environment.