Financial Guidance Counselor

Fifth Third Bank, National Association; United States; In loco; USD 42.000 - 64.000; Tempo pieno

Descrizione del lavoro

Fifth Third Bank in Grand Rapids, MI is seeking a Financial Guidance Counselor to help customers navigate delinquency and explore workable solutions within policy guidelines.

The role emphasizes strong communication, negotiation, and analytical skills to determine appropriate loss mitigation options while maintaining compliance and delivering a positive customer experience.

On-site role with a customer-focused approach.

Competenze

• High School Diploma or equivalent required.
• One year of collection experience or similar
• Excellent written and verbal communication, negotiation skills

Mansioni

• Pursue communication with defaulted customers to obtain payment commitments.
• Identify and pursue loss mitigation options to maximize customer satisfaction and investor return.
• Provide timely responses to customer correspondence per guidelines.
• Record all customer communications in the internal system ensuring accuracy.
• Demonstrate time management to increase productivity across multiple systems.
• Assist non-delinquent referrals seeking alternatives to retain ownership.
• Handle escalations professionally while following QA procedures.
• Multi-task in a fast-paced environment and monitor performance metrics.

Conoscenze

Communication

Negotiation

Analytical thinking

Time management

Formazione

High School Diploma or equivalent

Descrizione del lavoro

Make banking a Fifth Third better® We connect great people to great opportunities. Discover a career in banking at Fifth Third Bank.

Financial Guidance Counselor

Financial Guidance Counselor At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other.

Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.

The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location.

You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner.

LOCATION

Grand Rapids, Michigan 49546

GENERAL FUNCTION

Under moderate supervision the Financial Guidance Counselor provides assistance, counsels, and guides the customer in order to achieve work out alternatives based upon customer's circumstances while complying with all investor, company, federal and insurer guidelines. Responsible for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Pursue communication with defaulted customers utilizing manual or automated dialing to obtain payment commitments designed to find a mutually beneficial resolution for delinquency
• Assist in identifying, negotiating. and pursuing the appropriate loss mitigation option to best maximize customer satisfaction and investor return by offering alternative financial solutions
• Provide proper and timely responses to customer correspondence in compliance with company, state and federal guidelines
• Record all customer communication efforts via the internal system of record ensuring that all accounts are called and noted accurately
• Display effective time management skills to enhance productivity while using multiple system platforms to identify, evaluate, and resolve reasons for delinquency
• Pursue resolution on referrals of non-delinquent customers who request alternatives to allow ownership retention
• Overcome objections and employ conflict management strategies in order to handle escalated situations, while staying in compliance with the Fifth Third Quality Assurance Procedure and providing outstanding customer service
• Multi-task and work independently in a fast-paced environment while reviewing metrics and evaluating performance

SUPERVISORY RESPONSIBILITIES

None.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

• High School Diploma or equivalent required. Minimum one-year collection experience, including knowledge of basic default timelines/procedures.
• Knowledge of bank-owned, investor and insurer guidelines for consumer lending.
• Excellent written and verbal communication, comprehension, listening and negotiation skills.
• Ability to meet deadlines and work independently with medium level of supervision.
• Strong analytical, problem solving and mathematical skills to be used in financial counseling, evaluation, and interpretation of complex information.

Equal Employment Opportunity

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.

Fifth Third is a bank that’s as long on innovation as it is on history. Since 1858, we’ve been helping individuals, families, businesses and communities grow through smart financial services that improve lives. With a commitment to taking care of our customers, employees, communities and shareholders, our goal is not only to be the nation’s highest performing regional bank, but to be the bank people most value and trust.