Delinquency Solutions Specialist

Fifth Third; Grand Rapids, Northern (MI, KY); Hybrid; USD 42,000 - 54,000; Full time

Job summary

Fifth Third Bank in Grand Rapids, MI seeks a Customer Solutions Advocate (Collections) to pursue payment commitments and resolve delinquent accounts. The role emphasizes communication, negotiation, and compliant handling of cases across equity, unsecured, auto, and card products.

You will monitor accounts, perform skip tracing, and escalate complex issues while guiding customers toward mutually beneficial resolutions. This on-site position anchors our collections team in Grand Rapids.

Qualifications

• High school diploma or equivalent.
• Minimum one-year collections, customer service, sales, or customer solutions advocacy experience required.
• 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 dialing to obtain payment commitments.
• Monitor delinquent accounts to identify alternatives to repossessions or foreclosures.
• Demonstrate time management to boost productivity across multi-system platforms.
• Skip trace accounts to improve contact and resolution.
• Manage escalations per QA procedures while delivering strong customer service.
• Multi-task in a fast-paced environment and review performance metrics.
• Mentor peers as a Customer Solutions subject matter expert.
• Escalate special cases to leadership per policy.

Skills

Communication skills

Negotiation

Customer Service

Attention to detail

Conflict management

Call center

Microsoft Office

Math skills

Typing speed

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Job description

Fifth Third Bank in Grand Rapids, MI seeks a Customer Solutions Advocate (Collections) to pursue payment commitments and resolve delinquent accounts. The role emphasizes communication, negotiation, and compliant handling of cases across equity, unsecured, auto, and card products.

You will monitor accounts, perform skip tracing, and escalate complex issues while guiding customers toward mutually beneficial resolutions. This on-site position anchors our collections team in Grand Rapids.