Bilingual (Spanish) - Customer Solutions Advocate (Collections) - Grand Rapids, MI - Full Time

Fifth Third Bank • Grand Rapids, MI

1d • Onsite

About The Position

Under moderate supervision, the Customer Solutions Advocate explores and documents delinquent-account solutions in English and Spanish, following departmental, investor, and legal guidelines. The role promotes positive payment experiences through informed customer conversations about available solutions to mitigate losses across consumer products, using multiple systems. It reviews potential solutions for non-mortgage and/or auto products and may work with accounts in early, middle, or late delinquency stages, up to charge-off, including loss mitigation, foreclosure, repossession, recovery, bankruptcy, and agency liaison matters. The position helps prevent bank losses while providing an exceptional customer experience.

The role is accountable for risk management and for following bank policies and procedures while advocating for customers. It works within the Bank’s risk appetite by identifying, assessing, managing, monitoring, and reporting risks, and by acting in ways that support positive experiences for customers and colleagues.

The position is based in Grand Rapids, Michigan. No supervisory responsibilities are assigned. Fifth Third describes its Total Rewards as including comprehensive benefits and differentiated compensation, with programs supporting physical, financial, emotional, and social well-being; specific benefit offerings are not listed in the posting.

Requirements

• High school diploma or equivalent.
• Fluency in English and Spanish.
• At least two years of experience in collections, customer service, sales, or customer solutions advocacy.
• Proficient oral, written, and interpersonal communication skills.
• Strong comprehension, listening, negotiation, and consultative-conversation skills.
• Excellent customer service skills with external and internal customers.
• Ability to adapt promptly to changes in direction, priorities, schedules, ideas, approaches, and methods.
• Ability to manage multiple priorities in a fast-paced environment and adapt customer-solution methods or strategies to customer needs.
• Ability to work in a call center environment.
• Strong mathematical and analytical skills.
• Proficiency with computer systems and keyboarding/data entry, with moderate speed and accuracy.
• Strong experience with Microsoft Office products, such as Word, Excel, PowerPoint, and Outlook.
• Self-motivated and professional, with strong organizational and problem-solving skills.
• Ability to prioritize calls and time to ensure efficiency and effectiveness.
• Self-awareness and respect for differing perspectives and diversity.

Responsibilities

• Review delinquent customer accounts across multiple products and execute department strategy using English and Spanish.
• Conduct extensive skip tracing and research, including accessing credit bureau information, bank statements, applications, and third-party vendor services to support customer contact and interpret account data.
• Complete assigned projects and document work using business applications including ACE, CACS, BRAVO, CCLM, Amtrac, and Excel.
• Recommend additional actions for early- and later-stage accounts with leadership assistance.
• Use loss-mitigation solutions to reduce losses and promote continued business when applicable.
• Identify, evaluate, diagnose, and resolve reasons for delinquency using English and Spanish.
• Collaborate with internal departments to achieve shared goals and comply with Fifth Third Quality Assurance guidelines.
• Escalate calls and problem accounts to leadership, repossession, legal, or outside agencies as appropriate.
• Work with leadership to ensure complaint-management processes and reporting adhere to the Complaint Management program.
• Serve as a champion in classroom or virtual training by presenting materials and checking understanding and compliance.
• Identify and implement process efficiencies and improvements in collaboration with leadership and business partners.
• Provide supporting documents and information to Audit and applicable regulators.
• Support projects, focus groups, and continuous-improvement efforts.
• Manage risk by following policies and procedures, elevating concerns, and identifying, assessing, monitoring, and reporting risks.
• Prioritize calls and time throughout the day to work efficiently and effectively.

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