Financial Guidance Counselor — Delinquency Solutions

Fifth Third Bank; United States; On-site; USD 42,000 - 64,000; Full time

Job summary

Fifth Third Bank in Grand Rapids, MI seeks a Financial Guidance Counselor to assist delinquent customers and guide them toward workable outcomes while following investor and bank guidelines. The role emphasizes compliant communication, documentation, and risk-aware decision making.

The position supports loss mitigation strategies and requires strong analytical and negotiation skills to balance customer needs with investor expectations.

Qualifications

• High School Diploma or equivalent required.
• Minimum one-year collection experience, including basic default timelines.
• 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 some supervision.
• Strong analytical, problem solving and mathematical skills for financial counseling.

Responsibilities

• Pursue communication with defaulted customers using dialing to obtain payment commitments and resolve delinquency.
• Assist in identifying and pursuing loss mitigation options to maximize customer satisfaction and investor return.
• Provide proper and timely responses to customer correspondence per guidelines.
• Record all customer communications in the internal system of record with accurate notes.
• Display time management to enhance productivity across multiple system platforms.
• Pursue resolution on referrals of non-delinquent customers seeking alternatives for ownership retention.
• Handle escalated situations with conflict management while adhering to QA procedures.
• Multi-task and work independently in a fast-paced environment while reviewing metrics.

Skills

Collection experience

Bank guidelines knowledge

Communication skills

Deadline-oriented

Analytical thinking

Education

High School Diploma or equivalent

Job description

Fifth Third Bank in Grand Rapids, MI seeks a Financial Guidance Counselor to assist delinquent customers and guide them toward workable outcomes while following investor and bank guidelines. The role emphasizes compliant communication, documentation, and risk-aware decision making.

The position supports loss mitigation strategies and requires strong analytical and negotiation skills to balance customer needs with investor expectations.