Customer Solutions Advocate(Collections)

Fifth Third Bank • Cincinnati, OH

1d

About The Position

The Customer Solutions Advocate works under direct supervision to propose and document solutions for Mid-Stage, Late Stage, and High-Risk delinquent accounts in accordance with departmental, investor, and legal guidelines. The role supports company commitments and provides solutions across consumer products including equity, unsecured, auto, and credit card, using multiple systems.

The position is accountable for mitigating risk by sharing ideas and concerns, following policies and procedures, and acting in ways that promote positive customer and colleague experiences. The role works within the Bank’s risk appetite and consistently identifies, assesses, manages, monitors, and reports risks.

This position works in a call center environment and requires communication with customers whose accounts are in default, account monitoring, skip tracing, conflict management, and documentation. The advocate also mentors and trains peers as a subject matter expert and escalates complaints or accounts with unique circumstances to leadership.

Requirements

• High school diploma or equivalent.
• At least one year of experience in collections, customer service, sales, or customer solutions advocacy.
• Proficient oral, written, and interpersonal communication skills.
• Strong comprehension, listening, and negotiation skills.
• Excellent customer service skills with external and internal customers.
• Attention to detail.
• Excellent conflict-management skills.
• Ability to work in a call center environment.
• Basic mathematical and analytical skills.
• Computer systems proficiency and keyboarding/data-entry skills with moderate speed and accuracy.
• Strong experience with Microsoft Office products, including Word, Excel, PowerPoint, and Outlook.
• Self-motivated and professional, with strong organizational and problem-solving skills.

Responsibilities

• Contact customers with defaulted accounts using manual or automated dialing to obtain payment commitments and seek mutually beneficial resolutions to delinquency.
• Monitor delinquent accounts to identify early opportunities for alternatives to repossession, bankruptcy, foreclosure, and similar outcomes.
• Manage time effectively and use multiple system platforms to identify, evaluate, and resolve reasons for delinquency.
• Skip trace accounts using statements, applications, and third-party vendor services to improve customer contact and account resolution.
• Use conflict-management skills to handle escalated situations while complying with the Fifth Third Quality Assurance Procedure and providing outstanding customer service.
• Multitask and work independently in a fast-paced environment while reviewing metrics and evaluating performance.
• Mentor and train peers while serving as a Customer Solutions subject matter expert.
• Escalate complaints and accounts with unique circumstances to leadership in accordance with the Bank’s complaint management program.

Benefits

• Comprehensive benefits programs designed to support employees and their families across physical, financial, emotional, and social well-being.
• Differentiated compensation offerings.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED