Financial Guidance Counselor: Delinquency & Loss Mitigation

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

Job summary

Fifth Third Bank in Grand Rapids, MI is hiring a Financial Guidance Counselor to assist delinquent customers, negotiate payment commitments, and offer loss mitigation options. You will respond to inquiries, document interactions, and ensure compliance with bank and regulatory guidelines.

This role supports customer retention and risk management within a fast-paced, customer-centric environment. Qualified candidates typically have at least one year in collections, strong communication and

Qualifications

• High School Diploma or equivalent required.
• Minimum one-year collection experience; 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.

Responsibilities

• Pursue communication with defaulted customers utilizing dialing to obtain payment commitments and resolutions.
• Identify, negotiate, and pursue loss mitigation options to maximize customer satisfaction and investor return.
• Provide timely responses to customer correspondence in compliance with guidelines.
• Record all customer communications in the internal system, ensuring accounts are called and noted.
• Demonstrate time management to enhance productivity across multiple systems.
• Pursue resolution on referrals for ownership retention where appropriate.
• Escalate situations and apply conflict management while complying with QA procedures and delivering service.
• Multi-task and work independently in a fast-paced environment while reviewing performance metrics.

Skills

Communication skills

Negotiation

Analytical skills

Mathematical skills

Education

High School Diploma or equivalent

Job description

Fifth Third Bank in Grand Rapids, MI is hiring a Financial Guidance Counselor to assist delinquent customers, negotiate payment commitments, and offer loss mitigation options. You will respond to inquiries, document interactions, and ensure compliance with bank and regulatory guidelines.

This role supports customer retention and risk management within a fast-paced, customer-centric environment. Qualified candidates typically have at least one year in collections, strong communication and