Customer Solutions Advocate (Collections)

Fifth Third Bank • Grand Rapids, MI

1d • Onsite

About The Position

The Customer Solutions Advocate proposes possible solutions and documents Mid-Stage, Late Stage, and High-Risk delinquent accounts in accordance with departmental, investor, and legal guidelines. The role supports consumer products including equity, unsecured, auto, and credit card accounts, using multiple systems to help fulfill company commitments.

The position is accountable for mitigating risk, following policies and procedures, and supporting positive experiences for customers and colleagues. It involves communicating with customers whose accounts are in default, identifying alternatives to repossession, bankruptcy, and foreclosure where possible, and resolving delinquency while operating within the Bank’s risk appetite. The role also mentors and trains peers and escalates complaints or accounts with unique circumstances to leadership.

This position works in a call center environment in Grand Rapids, Michigan. No supervisory responsibilities are assigned. The stated minimum education is a high school diploma or equivalent, and at least one year of relevant experience is required.

Requirements

• High school diploma or equivalent.
• At least one year of collections, customer service, sales, or customer solutions advocacy experience.
• 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.
• Proficiency with computer systems and keyboarding/data entry at 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.
• Monitor delinquent accounts to identify early opportunities for alternatives to repossessions, bankruptcies, 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 following 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 under the bank’s complaint management program.
• Follow applicable departmental, investor, legal, and bank policies and procedures and support risk mitigation.

Benefits

• Comprehensive benefits programs supporting 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