Financial Guidance Counselor - Grand Rapids, MI

Fifth Third Bank • Grand Rapids, MI

17d

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 is accountable for managing risk, following policies and procedures, and supporting positive customer experiences while operating within the Bank’s risk appetite.

The counselor communicates with defaulted customers, seeks mutually beneficial resolutions to delinquency, and identifies and pursues suitable loss-mitigation options. The position also responds to customer correspondence, accurately documents communications, resolves referrals from non-delinquent customers seeking alternatives to retain ownership, and handles escalated situations with effective conflict-management strategies. The role requires time management, independent work, multitasking across system platforms, and review of performance metrics.

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, evaluation, and interpretation of complex information.

Responsibilities

• Contact defaulted customers using manual or automated dialing to obtain payment commitments and pursue mutually beneficial resolutions to delinquency.
• Identify, negotiate, and pursue appropriate loss-mitigation options that maximize customer satisfaction and investor return by offering alternative financial solutions.
• Provide proper and timely responses to customer correspondence in compliance with company, state, and federal guidelines.
• Record customer communication efforts in the internal system of record, ensuring accounts are called and accurately noted.
• Use effective time management and multiple system platforms to identify, evaluate, and resolve reasons for delinquency.
• Pursue resolution of referrals from non-delinquent customers requesting alternatives that allow them to retain ownership.
• Overcome objections and use conflict-management strategies to handle escalated situations while following 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 of all types while operating within the Bank’s risk appetite and following applicable policies and procedures.

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