Financial Guidance Counselor - Grand Rapids, MI

Fifth Third Bank • Grand Rapids, MI

13d

About The Position

Under moderate supervision, the Financial Guidance Counselor assists, counsels, and guides customers toward workout alternatives based on their circumstances, while complying with investor, company, federal, and insurer guidelines. The role supports responsible risk management by openly exchanging ideas and opinions, elevating concerns, and following established policies and procedures. The counselor is accountable for doing what is right for customers and colleagues and for helping deliver a positive customer experience while identifying, assessing, managing, monitoring, and reporting risks within the Bank’s risk appetite.

The position focuses on communicating with customers in default, pursuing mutually beneficial resolutions to delinquency, and identifying suitable loss mitigation options. It also responds to customer correspondence, accurately documents customer contacts, and works across multiple systems to evaluate and resolve delinquency issues. The counselor handles escalated situations with conflict-management strategies, works independently in a fast-paced environment, and reviews performance metrics. The position has no supervisory responsibilities and is located in Grand Rapids, Michigan.

Requirements

• High school diploma or equivalent.
• At least one year of collection experience, including knowledge of basic default timelines and procedures.
• Knowledge of bank-owned, investor, and insurer guidelines for consumer lending.
• Excellent written and verbal communication, comprehension, listening, and negotiation skills.
• Ability to meet deadlines and work independently with a medium level of supervision.
• Strong analytical, problem-solving, and mathematical skills for financial counseling and evaluating and interpreting complex information.

Responsibilities

• Contact defaulted customers through manual or automated dialing to obtain payment commitments and seek mutually beneficial resolutions to delinquency.
• Identify, negotiate, and pursue appropriate loss mitigation options that balance customer satisfaction and investor return by offering alternative financial solutions.
• Respond to customer correspondence properly and promptly in compliance with company, state, and federal guidelines.
• Record customer communication efforts in the internal system of record and ensure accounts are called and accurately noted.
• Use time-management skills and multiple system platforms to identify, evaluate, and resolve reasons for delinquency.
• Pursue resolutions for referrals involving non-delinquent customers who request alternatives that allow them to retain ownership.
• Overcome objections and use conflict-management strategies in 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.
• Identify, assess, manage, monitor, and report risks within the Bank’s risk appetite.
• Follow policies and procedures, elevate concerns, and support a positive customer experience.

Benefits

• Comprehensive benefits programs designed to support employees’ and their families’ 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