Customer Solutions Advocate (Collections)

Fifth Third Bank•Grand Rapids, MI

6d•Onsite

About The Position

Under direct supervision, collects and documents Mid-Stage, Late Stage and High Risk delinquent accounts in accordance with departmental, investor, and legal guidelines, ensuring attainment of company goals. Collects on all title collateral products, utilizing multiple systems. This position has a direct impact on preventing bank losses in excess of $70MM per year. Responsible and accountable 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.

Requirements

High school diploma or equivalent.
Minimum one-year customer service or collection experience required.
Strong oral and written communication skills.
Attention to detail.
Basic mathematical and analytical skills.
Strong computer aptitude.

Responsibilities

Pursues communication with defaulted customers utilizing manual or automated dialing to obtain payment commitments designed to resolve delinquency.
Monitor delinquent loans to identify, at the earliest opportunity, situations where alternatives to repossessions, bankruptcies, etc., exist to reduce the loss to Fifth Third (loan modifications, Deferments/Re-ages etc).
Identify, evaluate, and resolve reasons for delinquency.
Record all collection efforts via the collection system ensuring that all accounts are noted accurately.
Conduct research, ordering payment copies, credit bureau reports, statements, and credit applications as necessary, to support the collection efforts.
Utilize cross sell of alternative loan products to reduce losses and promote continued business when applicable.
Record all collection efforts via the collection system insuring that all accounts are noted accurately.
Execute department strategy plan to collect delinquent accounts.
Access statements, applications, and third-party vendor services to locate or perfect customer contact and make some strategic actionable decisions.
Stay in compliance with the Fifth Third Quality Assurance Desktop Procedure guidelines.
Escalate calls and/or problem accounts to supervisor, repossession, legal or collection agencies as appropriate.
Review daily reports to identify job performance month to date and task completion.
Insures completion of all projects and/or additional assignments assigned to them.
Perform other duties as business needs dictate as directed by management.