Financial Guidance Counselor

Fifth Third Bank • Grand Rapids, MI

7d

About The Position

The Financial Guidance Counselor works under moderate supervision to assist, counsel, and guide 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 experiences for customers and colleagues. It achieves results within the Bank’s risk appetite by identifying, assessing, managing, monitoring, and reporting risks.

This position communicates with customers in default, explores and negotiates loss mitigation options, responds to correspondence, and documents customer interactions. It also handles referrals from non-delinquent customers seeking alternatives that allow them to retain ownership. The counselor works independently in a fast-paced environment, using multiple systems and performance metrics.

Requirements

• High school diploma or equivalent.
• At least one year of collections 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 using manual or automated dialing to obtain payment commitments and seek 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.
• Respond to customer correspondence promptly and appropriately in compliance with company, state, and federal guidelines.
• Record customer communication in the internal system of record, ensuring accounts are called and notes are accurate.
• Manage time effectively and use multiple system platforms to identify, evaluate, and resolve reasons for delinquency.
• Pursue resolutions for referrals involving non-delinquent customers seeking alternatives that allow them to retain ownership.
• Overcome objections and use conflict-management strategies in escalated situations while following Fifth Third’s 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 while following policies and procedures.

Benefits

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

What This Job Offers

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