Financial Guidance Counselor: Delinquency Solutions

Fifth Third; Grand Rapids (MI); On-site; USD 40,000 - 60,000; Full time

Job summary

Fifth Third Bank in Grand Rapids, MI seeks a Financial Guidance Counselor under supervision to assist customers with payments and loss mitigation while complying with guidelines. You will analyze financial situations and guide customers toward affordable alternatives to avoid delinquency and support ownership retention.

The role requires strong communication, analytical, and negotiation skills in a fast-paced environment.

Qualifications

• 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.

Responsibilities

• Pursue communication with defaulted customers utilizing 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.

Skills

Written communication

Verbal communication

Listening

Negotiation skills

Analytical skills

Mathematical skills

Education

High School Diploma

Job description

Fifth Third Bank in Grand Rapids, MI seeks a Financial Guidance Counselor under supervision to assist customers with payments and loss mitigation while complying with guidelines. You will analyze financial situations and guide customers toward affordable alternatives to avoid delinquency and support ownership retention.

The role requires strong communication, analytical, and negotiation skills in a fast-paced environment.