Collections Sr Department Leader

Fifth Third Bank • Cincinnati, OH

126d

About The Position

The Collections Sr Department Leader at Fifth Third Bank is responsible for leading large-scale teams and multiple product lines within the Consumer Lending Collections function. This role includes accountability for operational, vendor, customer, and financial risk management. The leader will oversee delinquency portfolios and departmental expense budgets, ensuring financial discipline and performance. Daily operations, productivity metrics, dialing strategies, scheduling, and quality assurance are also under their purview, along with ensuring compliance and operational excellence. The position requires managing complex operational processes and implementing process improvements to maintain compliance and efficiency. The leader will establish strong relationships with internal and external stakeholders, execute strategic initiatives, and manage a geographically dispersed workforce. Additionally, they will oversee training programs, talent management, and customer experience enhancement efforts.

Requirements

• Bachelor's Degree or equivalent experience.
• 10 or more years in financial services, customer services, and consumer collections.
• 5 or more years of management experience.

Nice To Haves

• Proven ability relative to forecasting delinquency, losses, and expenses.
• Ability to negotiate and collaborate with others.
• Ability to interact with Bancorp senior management.
• Strong interpersonal, communication, and analytical skills.
• Innovative thinker that can drive change throughout the organization.

Responsibilities

• Leads large-scale teams and/or multiple product lines within the Consumer Lending Collections function.
• Oversees the management of delinquency portfolios and departmental expense budgets.
• Ensures compliance with evolving regulatory requirements and internal policies.
• Manages complex operational processes such as SCRA, Probate, Bankruptcy, Offsets, Loss Mitigation, Modification Programs, and Litigation.
• Implements process and procedural updates to maintain compliance and operational efficiency.
• Leads issue management efforts by assessing severity, assigning ownership, and driving resolution.
• Establishes and maintains strong working relationships with internal partners and external stakeholders.
• Partners with Risk Strategy and business support teams to execute strategic initiatives.
• Collaborates with campus management, IT Risk, and technical support teams to manage a geographically dispersed workforce.
• Acts as a delegate for the Director of Consumer Lending Collections in various forums.
• Ensures timely and effective resolution of issues that pose risk to the Bank.
• Monitors changes in state and federal laws and implements necessary updates.
• Provides daily oversight of offshore vendor operations and manages vendor relationships.
• Oversees the development, enhancement, and sustainability of onboarding and continuing education programs.
• Demonstrates leadership by hiring top talent and managing performance and compensation decisions.
• Leverages customer sentiment and complaint data to enhance customer experience.
• Minimizes financial loss and maximizes recoveries by leading high-performing teams.

Benefits

• Comprehensive benefits programs designed to support the individual needs of employees and their families.
• Incentive compensation plan based on company, line of business, and/or individual performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree